Customer Relationship Management

Description

Customer Relationship Management (CRM) is a comprehensive textbook designed to meet the needs of postgraduate management students specializing in marketing. It explains the concepts and application of CRM through numerous examples, exhibits, and cases.

The book is divided into four parts comprising twelve chapters. Part I on CRM Concepts and Processes introduces the subject and establishes the importance of understanding and collaborating with customers. Part II on Analytical CRM discusses database management, data mining, and analysis. Part III on CRM Operations discusses the methods to design loyalty programs and role of marketing channels in CRM. The final part (IV) on CRM: Technology, Implementation and Applications includes discussions, technological developments of CRM, need for its implementation in the services sector and its assessment.

Besides students, the book with its application-oriented approach would also be useful to CRM professionals.

Table of contents

PART I Customer Relationship Management: Concepts and Processes

1. An Introduction to CRM
2. CRM Integration in an Organization
3. Customer Loyalty and Retention
4. CRM Process

5. Database Management
6. Data Analysis and Data Mining

7. Customer Loyalty and Retention Management
8. CRM in Marketing Channels

9. Technological Developments in CRM
10. CRM Implementation
11. Applications of CRM
12. Assessment of CRM