Customer relationship management : (Record no. 91272)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02479nam a22001817a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 231204b2006 |||||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9789351381457-0359 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.812 SHA-G |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Shainesh, G |
| 245 ## - TITLE STATEMENT | |
| Title | Customer relationship management : |
| Remainder of title | a strategic perspective / |
| Statement of responsibility, etc. | G. Shainesh and Jagdish N. Sheth |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc. | India |
| Name of publisher, distributor, etc. | Trinity |
| Date of publication, distribution, etc. | 2006 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 198p. |
| 500 ## - GENERAL NOTE | |
| General note | 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.<br/><br/>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/>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, service 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 initiate the CRM journey.<br/><br/>Salient features<br/><br/> Strategic perspective of CRM<br/><br/> Managerial orientation<br/><br/> Comprehensive coverage of CRM�??�?�¢??Concepts, Applications, Technology Tools and Implementation<br/><br/> Insights through illustrations and case studies of Indian firms<br/><br/> Overview of major CRM products<br/><br/> Framework for implementing CRM |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer relations |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer services |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer relations--Management |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Sheth, Jagadish N. |
| 952 ## - LOCATION AND ITEM INFORMATION (KOHA) | |
| 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 | Total Checkouts | Full call number | Barcode | Date last seen | Date last checked out | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | 650 | BITS Pilani Hyderabad | BITS Pilani Hyderabad | General Stack (For lending) | 04/12/2023 | 1 | 658.812 SHA-G | 47748 | 13/07/2024 | 12/02/2024 | 04/12/2023 | Books |