Customer relationship management: a strategic perspective (Record no. 330)
[ view plain ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 03023nam a22001937a 4500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190904123747.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 190904b ||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9789351381457 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.812 |
| Item number | SHA |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Shainesh, G. |
| 245 ## - TITLE STATEMENT | |
| Title | Customer relationship management: a strategic perspective |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc. | New Delhi |
| Name of publisher, distributor, etc. | Trinity Press |
| Date of publication, distribution, etc. | 2006 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xii, 198 p. |
| 365 ## - TRADE PRICE | |
| Price type code | INR |
| Price amount | 325.00 |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc. note | Contents:<br/> PART 1: THE CONCEPT OF CUSTOMER RELATIONSHIP MANAGEMENT<br/><br/>1. Customer Relationship management: The Strategic Imperatives<br/><br/>2. Conceptual Foundations of CRM<br/><br/>3. Building Customer Relationship<br/><br/>4. Economics of Customer Relationship Management<br/><br/>PART 2: CRM APPLICATIONS IN CONSUMER AND BUSINESS MARKETS<br/><br/>5. CRM in B2C Markets<br/><br/>6. CRM in B2B Markets<br/><br/>PART 3: TECHNOLOGICAL TOOLS FOR CUSTOMER RELATIONSHIP MANAGEMENT<br/><br/>7. Components of eCRM Solutions<br/><br/>8. Product Offerings in the CRM Market Space<br/><br/>9. Contact Centres for CRM<br/><br/>PART 4: IMPLEMENTING CRM<br/><br/>10. The CRM Road Map<br/><br/>11. Operational Issues in Implementing CRM |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | About the Book:<br/>CRM has evolved from being a mere buzzword in the early 1990s to an inherent element of business strategy in the new millennium. Firms in services, goods and consumer industries as well as business markets are undertaking initiatives to build relationships with their customers and improve marketing productivity as well as organizational profitability. We have adopted a strategic perspective and a managerial orientation to explore the concepts and applications of CRM across industries. Rapid changes in the business environment involving customers, competition and technology have created new challenges for firms. These challenges will increase the importance of customer relationships for businesses in almost every market.<br/><br/> <br/><br/>This book explores the foundations of relationship orientation by drawing upon economic as well behavioural concepts. A critique of extant literature and experiences of CRM implementation will help readers appreciate the application of CRM in several industries. The technological aspects of CRM are highlighted through an overview of data mining, the role of contact centres, comparison of some popular CRM products and methodology for selecting a technology-oriented CRM solution. While focusing on the functional aspects of CRM for marketing, sales, services and IT, the importance of an organization-wide initiative for the successful implementation of CRM is underscored through case studies. The book provides a roadmap for organizations planning to initiative the CRM journey.<br/><br/>Salient features<br/><br/>1.Strategic perspective of CRM<br/><br/>2.Managerial orientation<br/><br/>3.Comprehensive coverage of CRM-Concepts, Applications, Technology Tools and 4.Implementation<br/><br/>4.Insights through illustrations and case studies of Indian firms<br/><br/>5.Overview of major CRM products<br/><br/>6.Framework for implementing CRM |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer relationship management |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Koha item type | Book |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Collection code | Home library | Current library | Shelving location | Date acquired | Source of acquisition | Total Checkouts | Full call number | Accession Number | Date last seen | Copy number | Cost, replacement price | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Marketing | Indian Institute of Management LRC | Indian Institute of Management LRC | General Stacks | 05/02/2019 | Gratis Book | 658.812 SHA | 000046 | 09/04/2019 | 1 | 325.00 | 09/04/2019 | Book | |||||
| Dewey Decimal Classification | Marketing | Indian Institute of Management LRC | Indian Institute of Management LRC | General Stacks | 05/02/2019 | Gratis Book | 658.812 SHA | 000047 | 09/04/2019 | 2 | 325.00 | 09/04/2019 | Book | |||||
| Dewey Decimal Classification | Marketing | Indian Institute of Management LRC | Indian Institute of Management LRC | General Stacks | 05/02/2019 | Gratis Book | 658.812 SHA | 000048 | 09/04/2019 | 3 | 325.00 | 09/04/2019 | Book | |||||
| Dewey Decimal Classification | Marketing | Indian Institute of Management LRC | Indian Institute of Management LRC | General Stacks | 05/02/2019 | Gratis Book | 658.812 SHA | 000049 | 09/04/2019 | 4 | 325.00 | 09/04/2019 | Book | |||||
| Dewey Decimal Classification | Marketing | Indian Institute of Management LRC | Indian Institute of Management LRC | General Stacks | 05/02/2019 | Gratis Book | 658.812 SHA | 000050 | 09/04/2019 | 5 | 325.00 | 09/04/2019 | Book | |||||
| Dewey Decimal Classification | Marketing | Indian Institute of Management LRC | Indian Institute of Management LRC | General Stacks | 05/02/2019 | Gratis Book | 658.812 SHA | 000051 | 09/04/2019 | 6 | 325.00 | 09/04/2019 | Book | |||||
| Dewey Decimal Classification | Marketing | Indian Institute of Management LRC | Indian Institute of Management LRC | General Stacks | 05/02/2019 | Gratis Book | 658.812 SHA | 000052 | 09/04/2019 | 7 | 325.00 | 09/04/2019 | Book | |||||
| Dewey Decimal Classification | Marketing | Indian Institute of Management LRC | Indian Institute of Management LRC | General Stacks | 05/02/2019 | Gratis Book | 658.812 SHA | 000053 | 09/04/2019 | 8 | 325.00 | 09/04/2019 | Book |