Customer relationship management: (Record no. 8108)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 07607nam a22002057a 4500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250103111036.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 250103b |||||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9789363869943 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.812 |
| Item number | KAU |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Kaushik, Anjali |
| 245 ## - TITLE STATEMENT | |
| Title | Customer relationship management: |
| Remainder of title | an AI-driven approach |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Name of publisher, distributor, etc. | Wiley India Pvt. Ltd. |
| Place of publication, distribution, etc. | New Delhi |
| Date of publication, distribution, etc. | 2025 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xvii, 260 p. |
| 365 ## - TRADE PRICE | |
| Price type code | INR |
| Price amount | 675.00 |
| 500 ## - GENERAL NOTE | |
| General note | Table of content:<br/>Preface<br/><br/>Acknowledgments<br/><br/>About the Author<br/><br/>List of Case Studies<br/><br/>1. Defining CRM<br/><br/>1.1 Cost of Acquiring Customers<br/><br/>1.2 Driving Customer Loyalty<br/><br/>1.2.1 Why Is Customer Loyalty Critical?<br/><br/>1.2.2 Not All Customers Are the Same<br/><br/>1.2.3 Driving Customer Loyalty<br/><br/>1.2.4 Customer Lifecycle Management<br/><br/>1.3 Traditional Technologies and Customer Information Processing<br/><br/>1.3.1 How Information Processing Gets Different with AI<br/><br/>1.4 Components of CRM Systems<br/><br/>1.4.1 Marketing<br/><br/>1.4.2 Sales Force Automation<br/><br/>1.4.3 Customer Service and Support<br/><br/>1.5 Types of CRM<br/><br/>1.5.1 Operational CRM<br/><br/>1.5.2 Analytical CRM<br/><br/>1.5.3 Collaborative CRM<br/><br/>1.5.4 Social CRM<br/><br/>1.6 CRM Architecture<br/><br/>1.6.1 PACE-layered Architecture of CRM<br/><br/>1.7 Evolution of CRM<br/><br/>1.7.1 CRM 1.0 to CRM 2.0<br/><br/>1.7.2 Integration of AI in CRM Architecture<br/><br/>1.8 Key Implications for Managers<br/><br/>Key Terms<br/><br/>Review Questions<br/><br/>Discussion Questions<br/><br/> <br/><br/>2. CRM in Marketing<br/><br/>2.1 Paradigm Shifts in Marketing—Product to Customer<br/><br/>2.1.1 Target Marketing<br/><br/>2.1.2 Relationship Marketing and One-to-One<br/><br/>2.2 Campaign Management<br/><br/>2.2.1 Designing Marketing Campaigns with AI<br/><br/>2.3 CRM Marketing Initiatives<br/><br/>2.3.1 Cross-Selling and Upselling<br/><br/>2.3.2 Customer Segmentation<br/><br/>2.3.3 Behavior Prediction<br/><br/>2.3.4 Customer Profitability and Value Modeling<br/><br/>2.3.5 Channel Optimization<br/><br/>2.3.6 Personalization<br/><br/>2.3.7 Event-Based Marketing<br/><br/>2.4 Secrets of Your Customer Relationships<br/><br/>2.5 Case Study: Fashion Industry<br/><br/>2.6 A Marketing Automation Checklist for Success<br/><br/>2.7 Key Implications for Managers<br/><br/>Key Terms<br/><br/>Review Questions<br/><br/>Discussion Questions<br/><br/>3. Permission Marketing<br/><br/>3.1 Opt-In Policies<br/><br/>3.1.1 Permission Marketing Essential for Marketing<br/><br/>3.1.2 Customer Data Privacy<br/><br/>3.2 Permission Marketing Requirements for E-Commerce<br/><br/>3.2.1 Data Gathering<br/><br/>3.2.2 Data Management<br/><br/>3.2.3 Data Analysis<br/><br/>3.2.4 Data Breach<br/><br/>3.3 Permission Marketing Success Checklist<br/><br/>3.4 Key Implications for Managers<br/><br/>Key Terms<br/><br/>Review Questions<br/><br/>Discussion Questions<br/><br/>4. Sales Force Automation<br/><br/>4.1 Sales Force Automation: The Cradle of CRM<br/><br/>4.2 Sales Force Automation Features<br/><br/>4.2.1 Managing the Sales Cycle, Sales Process, and Activity Management<br/><br/>4.2.2 Sales and Territory Management<br/><br/>4.2.3 Account Management and Contact Management<br/><br/>4.2.4 Lead Management<br/><br/>4.2.5 Configuration Support<br/><br/>4.2.6 Knowledge Management<br/><br/>4.3 SFA and AI-Driven CRM<br/><br/>4.3.1 Predictive Lead Scoring and Nurturing<br/><br/>4.3.2 Real-Time Sales Insights<br/><br/>4.3.3 Monitoring Pipeline Metrics Through a Dashboard<br/><br/>4.3.4 Seamless Integration with Marketing Automation<br/><br/>4.4 Field Force Automation<br/><br/>4.5 SFA Success Checklist<br/><br/>4.6 Key Implications for Managers<br/><br/>Key Terms<br/><br/>Review Questions<br/><br/>Discussion Questions<br/><br/>5. CRM and Customer Service<br/><br/>5.1 The Nuances of Customer Support<br/><br/>5.2 The Evolution of Contact Centers<br/><br/>5.2.1 Call Routing<br/><br/>5.2.2 Web-Based Self-Service<br/><br/>5.2.3 Contact Center Sales Support<br/><br/>5.2.4 Telemarketing and the Outbound Call Center<br/><br/>5.2.5 AI-Based Predictive Dialer and Pacing Ratio<br/><br/>5.2.6 Call Scripting<br/><br/>5.2.7 KPIs to Measure Call Center Effectiveness<br/><br/>5.3 Conversational AI: Chatbots<br/><br/>5.4 Customer Service Success Checklist<br/><br/>5.5 Key Implications for Managers<br/><br/>Key Terms<br/><br/>Review Questions<br/><br/>Discussion Questions<br/><br/> <br/><br/>6. Data Management<br/><br/>6.1 Operational CRM and Database Management<br/><br/>6.1.1 The Case for Integrated Data<br/><br/>6.1.2 From Database to Data Warehouse<br/><br/>6.2 Changing Nature of Data<br/><br/>6.3 Big Data for CRM<br/><br/>6.3.1 Non-relational Databases<br/><br/>6.3.2 RDBMS vs. NoSQL<br/><br/>6.4 Data Cleaning and Preprocessing<br/><br/>6.5 Data Governance and Quality<br/><br/>6.6 Data Management Success Checklist<br/><br/>6.7 Key Implications for Managers<br/><br/>Key Terms<br/><br/>Review Questions<br/><br/>Discussion Questions<br/><br/>7. Analytical CRM<br/><br/>7.1 Managing Relationships with Operational and Analytical CRM<br/><br/>7.2 Major Types of Data Analytics<br/><br/>7.2.1 Online Analytical Processing<br/><br/>7.2.2 Data Mining<br/><br/>7.2.3 AI Models<br/><br/>7.3 Applications of AI-Based Analytics for E-Commerce<br/><br/>7.3.1 Clickstream Analysis<br/><br/>7.3.2 Predictive Analytics<br/><br/>7.3.3 Market-Basket Analysis<br/><br/>7.3.4 Sentiment Analysis<br/><br/>7.3.5 Personalization<br/><br/>7.3.6 Dynamic Pricing<br/><br/>7.3.7 A/B Testing<br/><br/>7.4 Analytical CRM Success Checklist<br/><br/>7.5 Key Implications for Managers<br/><br/>Key Terms<br/><br/>Review Questions<br/><br/>Discussion Questions<br/><br/>8. Planning and Implementing the CRM Program<br/><br/>8.1 Preparing the CRM Business Plan<br/><br/>8.1.1 Understanding CRM Requirements<br/><br/>8.2 Understanding Business Process<br/><br/>8.2.1 Redesigning Business Processes to Meet CRM Goals<br/><br/>8.3 Back-end Systems Integration<br/><br/>8.4 Partner Relationship Management<br/><br/>8.5 Requirements-Driven Product Selection<br/><br/>8.5.1 Defining the Role of AI in the Processes<br/><br/>8.5.2 Defining Technical Requirements<br/><br/>8.5.3 Selecting Vendors<br/><br/>8.6 CRM Implementation Roadmap<br/><br/>8.7 Planning and Implementation of CRM Success Checklist<br/><br/>8.8 Key Implications for Managers<br/><br/>Key Terms<br/><br/>Review Questions<br/><br/>Discussion Questions<br/><br/>9. Social CRM Strategy<br/><br/>9.1 Social Media Audit<br/><br/>9.2 Knowing the Audience<br/><br/>9.3 Selecting Relevant Social Media Platform<br/><br/>9.4 Content Strategy<br/><br/>9.4.1 Social Media Promotion Models<br/><br/>9.4.2 Tailoring of Social Media with Customer Journey<br/><br/>9.5 Social Media Analytics<br/><br/>9.5.1 Descriptive Analysis: Decoding the Landscape<br/><br/>9.5.2 Content Analysis: Beyond the Numbers<br/><br/>9.5.3 Network Analysis: Mapping the Connections<br/><br/>9.6 KPIs to Monitor Social Strategy Performance<br/><br/>9.6.1 Audience Insights<br/><br/>9.6.2 Content Performance<br/><br/>9.6.3 Paid Social Media Performance<br/><br/>9.7 Social CRM Implementation<br/><br/>9.8 Social CRM Success Checklist<br/><br/>9.9 Key Implications for Managers<br/><br/>Key Terms<br/><br/>Review Questions<br/><br/>Discussion Questions<br/>[https://www.wileyindia.com/customer-relationship-management-an-ai-driven-approach.html] |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | In today's fast-evolving business environment, customer relationships are more<br/><br/>important than ever, and Customer Relationship Management—An AI-driven Approach<br/><br/>provides the essential roadmap for navigating this dynamic landscape. This<br/><br/>comprehensive guide bridges traditional CRM methods with AI technologies, showing<br/><br/>how AI technologies like machine learning, predictive analytics, and automation can<br/><br/>transform customer engagement and streamline operations. Through detailed<br/><br/>discussions on CRM fundamentals, the role of AI in driving marketing, sales, and<br/><br/>customer service, and the importance of effective data management, this book offers<br/><br/>practical insights backed by real-world examples and case studies. Special emphasis is<br/><br/>given to the Indian market, exploring how businesses are leveraging AI to meet local<br/><br/>challenges. This is an invaluable resource for professionals and academics looking to<br/><br/>understand and apply AI-driven CRM strategies to stay ahead in today's competitive<br/><br/>market.<br/>(https://www.wileyindia.com/customer-relationship-management-an-ai-driven-approach.html) |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer relationship |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Marketing management |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Book |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Collection code | Bill No | Bill Date | Home library | Current library | Shelving location | Date acquired | Source of acquisition | Cost, normal purchase price | Total Checkouts | Full call number | Accession Number | Checked out | Date last seen | Date checked out | Copy number | Cost, replacement price | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Marketing | TB3054 | 19-12-2024 | Indian Institute of Management LRC | Indian Institute of Management LRC | General Stacks | 01/04/2025 | Technical Bureau India Pvt. Ltd. | 469.12 | 1 | 658.812 KAU | 006998 | 01/23/2025 | 01/09/2025 | 01/09/2025 | 1 | 675.00 | 01/04/2025 | Book |