MARC details
| 000 -LEADER |
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| fixed length control field |
06791nam a22002177a 4500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20211018153903.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
190830b ||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9780070435049 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
658.812 |
| Item number |
SHE |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Sheth, Jagdish N. |
| 245 ## - TITLE STATEMENT |
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| Title |
Customer relationship management: emerging concepts, tools and applications |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
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| Name of publisher, distributor, etc. |
McGraw Hill Education (India) Pvt. Ltd. |
| Place of publication, distribution, etc. |
New Delhi |
| Date of publication, distribution, etc. |
2018 |
| 300 ## - PHYSICAL DESCRIPTION |
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| Extent |
xv, 544 p. |
| 365 ## - TRADE PRICE |
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| Price type code |
INR |
| Price amount |
1150.00 |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
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| Bibliography, etc. note |
Part I: Emerging Concepts in CRM <br/>Chapter 1. Conceptual Framework of Customer Relationship Management <br/><br/>Chapter 2. CRM: A Research Agenda <br/><br/>Chapter 3. Implications of Globalization on Customer Relationship Management <br/><br/>Chapter 4. Effective Customer Relation Management Through Customer Knowledge Management <br/><br/>Chapter 5. A Generalized Model for the Structure of Business Relationships: A Meta- analysis of Relationship Literature <br/><br/>Chapter 6. Regain Management: Issues and Strategies <br/><br/>Chapter 7. Winning Markets through Effective Customer Relationship Management Chapter Part II: Technological Tools for CRM <br/><br/>Chapter 8. Data Mining for CRM: Some Relevant Issues <br/><br/>Chapter 9. Changing Patterns of e-CRM Solutions in the Future <br/><br/>Chapter 10. How to Structure a Customer Focused IT Organisation to Support CRM <br/><br/>Chapter 11. Framework for Deploying Customer Relationship in Organisation <br/><br/>Chapter 12. e-CRM: Deriving Value of Customer Relationship <br/><br/>Chapter 13. Review and Comparative Assessment of CRM Solutions for Key Verticals <br/><br/>Chapter 14. The Evolution of Relationships in e-Marketing <br/><br/>Chapter 15. Implementing a Technology Based CRM Solution Chapter Part III: Implementing CRM <br/><br/>Chapter 16. Optimal Allocation Rules for Customer Relationship Management <br/><br/>Chapter 17. Measuring the Effectiveness of Relationship Marketing <br/><br/>Chapter 18. The Past, Present and Future of CRM <br/><br/>Chapter 19. Implementing a Technology Based CRM Solution: The ICICI Experience <br/><br/>Chapter 20. Decision Metrics for CRM Solutions <br/><br/>Chapter 21. Characteristics of a Good Customer Satisfaction Survey <br/><br/>Chapter 22. Contact Management: Give ‘em What They Want How to Make the Most of your Customer Relationships with a Campaign Management Solution <br/><br/>Chapter 23. Building Relationships with Doctors for Effective Marketing: The Case of the Pharmaceutical Industry <br/><br/>Chapter 24. Process Reengineering to Enhance Customer Relationships: A Case Study of Kirloskar Oil Engines Limited <br/><br/>Chapter 25. Customer Relationship Management in Cement Industry: A Marketing Strategy Perspective <br/><br/>Chapter 26. Probing Demand Forecasting in Indian Firms <br/><br/>Chapter 27. Organising for Customer Relationship Management <br/><br/>Chapter 28. Employee and Customer Management Processes for Profitability: The Case of Hewlett-Packard India <br/><br/>Chapter 29. Critical Factors of Corporate Choice of Non-Profit Organisation for Social Contribution <br/><br/>Chapter 30. e-CRM: lies, Damn Lies and Statistics Chapter Part IV: Relationship Management in B2B Commerce <br/><br/>Chapter 31. Building Customer Loyalty Business-to-Business Commerce <br/><br/>Chapter 32. Cross-border B2B Relationships with Intermediaries: Between New and Old <br/><br/>Chapter 33. Relationship Marketing for Creating Value in Business Markets <br/><br/>Chapter 34. Value and Stability of Cooperative Buyer-Seller Relationships in Industrial Markets: An Empirical Study <br/><br/>Chapter 35. The Global Account Manager as Political-Entrepreneur <br/><br/>Chapter 36. Valuing Information in Transportation Logistics <br/><br/>Chapter 37. Managing Relationships in Supply Chains of the 21st Century Chapter Part V: CRM in Services <br/><br/>Chapter 38. Status of Customer Relationship Management in India: A Survey of Service Firms <br/><br/>Chapter 39. Impact of the Service Supply-Demand Mismatches on Relationship Intention and Integrity: A Preliminary Model and Findings <br/><br/>Chapter 40. Relevance of CRM for Hospital Services <br/><br/>Chapter 41. Building Customer Relationships: The Taj Air Caterers Experience <br/><br/>Chapter 42. Relationship Management Practices in Hospitality Industry: A Study of Hotels and Restaurants in Calcutta <br/><br/>Chapter 43. Customer Relationship Management Lessons from the Hospitality Industry <br/><br/>Chapter 44. Relationship Management Programme: The Titan Experience <br/><br/>Chapter 45. Customer Relationship management at APTECH <br/><br/>Chapter 46. Benefits of Implementing a CRM System in Cellular Telecom Services <br/><br/>Chapter 47. Customer Relationship Management in Customer Service: The Titan Experience <br/><br/>Chapter 48. Service Plus: A Comparative Study of Indian and US Hotels Chapter Part VI: CRM in Financial Services <br/><br/>Chapter 49. Relationship Marketing Strategies and Customer Perceived Service Quality: A Study of Indian Banks <br/><br/>Chapter 50. Building Customer Relationships Through Call Centers in Banking and Financial Services <br/><br/>Chapter 51. User Satisfaction of Banking Software Products Importance-Performance Mapping <br/><br/>Chapter 52. Organizing for Relationship Management: The Case of Banking Industry <br/><br/>Chapter 53. Introduction of e-CRM in the Indian Insurance Sector Customer <br/><br/>Chapter 54. Strengthening Customer Relationships That Lead Toward Increased Business for CPA Firms <br/><br/>Chapter 55. Winning Strategies and Processes for Effective CRM in Banking and Financial Services Chapter Part VII: Abstracts <br/><br/>Chapter 56. Building R&D Lab/Industry Relationships: The Case of CSIR, India <br/><br/>Chapter 57. Why Web Site Hits don’t Translate into Web Sales Implications for Building Relationships Versus Selling on the Web <br/><br/>Chapter 58. Seller Influence Tactics (SITs) and Their Impact on Customer Relationships |
| 520 ## - SUMMARY, ETC. |
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| Summary, etc. |
Business worldwide are enhancing shareholder value by shifting from a 'share of the market' mindset to the 'share of customer' paradigm through relationship management practices. Relationship management helps firms focus on the lifetime value of customers to enhance their relationships with profitable customers. To be successful in the new millennium, firms will need to extend this practice of developing long-term relationships with all their other stakeholders including suppliers, intermediaries, partners, and employees.<br/><br/>The conference focuses on the emerging concepts, tools and applications in customer relationship management. Designed to provide a forum for interaction and sharing of knowledge and experiences related to relationship management, it includes papers that deal with any facet of relationship management. Research papers that propose concepts, suggest methods, evaluates various tools for successful implementation of relationship management are included. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Customer relations - Management |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Customer service |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Customer satisfaction |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
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| Source of classification or shelving scheme |
Dewey Decimal Classification |
| Koha item type |
Book |