CUSTOMER RELATIONSHIP MANAGEMENT:Emerging Concepts, Tools and Applications
Published on 16. November 2000
Book
Hardback
550 pages
978-0-07-043504-9 (ISBN)
Description
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.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.
More details
Language
English
Place of publication
India
Publishing group
McGraw Hill Education India
Target group
Professional and scholarly
Illustrations
Illustrations
Dimensions
Height: 250 mm
Width: 186 mm
Thickness: 45 mm
Weight
1340 gr
ISBN-13
978-0-07-043504-9 (9780070435049)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
New editions
Paul Greenberg
CRM at the Speed of Light, Third Edition: Essential Customer Strategies for the 21st Century
Book
08/2004
3rd Edition
McGraw-Hill Professional
€22.27
Article is exhausted; no reprint
Content
Part I: Emerging Concepts in CRM
Chapter 1. Conceptual Framework of Customer Relationship Management
Chapter 2. CRM: A Research Agenda
Chapter 3. Implications of Globalization on Customer Relationship Management
Chapter 4. Effective Customer Relation Management Through Customer Knowledge Management
Chapter 5. A Generalized Model for the Structure of Business Relationships: A Meta- analysis of Relationship Literature
Chapter 6. Regain Management: Issues and Strategies
Chapter 7. Winning Markets through Effective Customer Relationship ManagementChapter Part II: Technological Tools for CRM
Chapter 8. Data Mining for CRM: Some Relevant Issues
Chapter 9. Changing Patterns of e-CRM Solutions in the Future
Chapter 10. How to Structure a Customer Focused IT Organisation to Support CRM
Chapter 11. Framework for Deploying Customer Relationship in Organisation
Chapter 12. e-CRM: Deriving Value of Customer Relationship
Chapter 13. Review and Comparative Assessment of CRM Solutions for Key Verticals
Chapter 14. The Evolution of Relationships in e-Marketing
Chapter 15. Implementing a Technology Based CRM SolutionChapter Part III: Implementing CRM
Chapter 16. Optimal Allocation Rules for Customer Relationship Management
Chapter 17. Measuring the Effectiveness of Relationship Marketing
Chapter 18. The Past, Present and Future of CRM
Chapter 19. Implementing a Technology Based CRM Solution: The ICICI Experience
Chapter 20. Decision Metrics for CRM Solutions
Chapter 21. Characteristics of a Good Customer Satisfaction Survey
Chapter 22. Contact Management: Give 'em What They Want How to Make the Most of your Customer Relationships with a Campaign Management Solution
Chapter 23. Building Relationships with Doctors for Effective Marketing: The Case of the Pharmaceutical Industry
Chapter 24. Process Reengineering to Enhance Customer Relationships: A Case Study of Kirloskar Oil Engines Limited
Chapter 25. Customer Relationship Management in Cement Industry: A Marketing Strategy Perspective
Chapter 26. Probing Demand Forecasting in Indian Firms
Chapter 27. Organising for Customer Relationship Management
Chapter 28. Employee and Customer Management Processes for Profitability: The Case of Hewlett-Packard India
Chapter 29. Critical Factors of Corporate Choice of Non-Profit Organisation for Social Contribution
Chapter 30. e-CRM: lies, Damn Lies and StatisticsChapter Part IV: Relationship Management in B2B Commerce
Chapter 31. Building Customer Loyalty Business-to-Business Commerce
Chapter 32. Cross-border B2B Relationships with Intermediaries: Between New and Old
Chapter 33. Relationship Marketing for Creating Value in Business Markets
Chapter 34. Value and Stability of Cooperative Buyer-Seller Relationships in Industrial Markets: An Empirical Study
Chapter 35. The Global Account Manager as Political-Entrepreneur
Chapter 36. Valuing Information in Transportation Logistics
Chapter 37. Managing Relationships in Supply Chains of the 21st CenturyChapter Part V: CRM in Services
Chapter 38. Status of Customer Relationship Management in India: A Survey of Service Firms
Chapter 39. Impact of the Service Supply-Demand Mismatches on Relationship Intention and Integrity: A Preliminary Model and Findings
Chapter 40. Relevance of CRM for Hospital Services
Chapter 41. Building Customer Relationships: The Taj Air Caterers Experience
Chapter 42. Relationship Management Practices in Hospitality Industry: A Study of Hotels and Restaurants in Calcutta
Chapter 43. Customer Relationship Management Lessons from the Hospitality Industry
Chapter 44. Relationship Management Programme: The Titan Experience
Chapter 45. Customer Relationship management at APTECH
Chapter 46. Benefits of Implementing a CRM System in Cellular Telecom Services
Chapter 47. Customer Relationship Management in Customer Service: The Titan Experience
Chapter 48. Service Plus: A Comparative Study of Indian and US HotelsChapter Part VI: CRM in Financial Services
Chapter 49. Relationship Marketing Strategies and Customer Perceived Service Quality: A Study of Indian Banks
Chapter 50. Building Customer Relationships Through Call Centers in Banking and Financial Services
Chapter 51. User Satisfaction of Banking Software Products Importance-Performance Mapping
Chapter 52. Organizing for Relationship Management: The Case of Banking Industry
Chapter 53. Introduction of e-CRM in the Indian Insurance Sector Customer
Chapter 54. Strengthening Customer Relationships That Lead Toward Increased Business for CPA Firms
Chapter 55. Winning Strategies and Processes for Effective CRM in Banking and Financial ServicesChapter Part VII: Abstracts
Chapter 56. Building R&D Lab/Industry Relationships: The Case of CSIR, India
Chapter 57. Why Web Site Hits don't Translate into Web Sales Implications for Building Relationships Versus Selling on the Web
Chapter 58. Seller Influence Tactics (SITs) and Their Impact on Customer Relationships
Chapter 1. Conceptual Framework of Customer Relationship Management
Chapter 2. CRM: A Research Agenda
Chapter 3. Implications of Globalization on Customer Relationship Management
Chapter 4. Effective Customer Relation Management Through Customer Knowledge Management
Chapter 5. A Generalized Model for the Structure of Business Relationships: A Meta- analysis of Relationship Literature
Chapter 6. Regain Management: Issues and Strategies
Chapter 7. Winning Markets through Effective Customer Relationship ManagementChapter Part II: Technological Tools for CRM
Chapter 8. Data Mining for CRM: Some Relevant Issues
Chapter 9. Changing Patterns of e-CRM Solutions in the Future
Chapter 10. How to Structure a Customer Focused IT Organisation to Support CRM
Chapter 11. Framework for Deploying Customer Relationship in Organisation
Chapter 12. e-CRM: Deriving Value of Customer Relationship
Chapter 13. Review and Comparative Assessment of CRM Solutions for Key Verticals
Chapter 14. The Evolution of Relationships in e-Marketing
Chapter 15. Implementing a Technology Based CRM SolutionChapter Part III: Implementing CRM
Chapter 16. Optimal Allocation Rules for Customer Relationship Management
Chapter 17. Measuring the Effectiveness of Relationship Marketing
Chapter 18. The Past, Present and Future of CRM
Chapter 19. Implementing a Technology Based CRM Solution: The ICICI Experience
Chapter 20. Decision Metrics for CRM Solutions
Chapter 21. Characteristics of a Good Customer Satisfaction Survey
Chapter 22. Contact Management: Give 'em What They Want How to Make the Most of your Customer Relationships with a Campaign Management Solution
Chapter 23. Building Relationships with Doctors for Effective Marketing: The Case of the Pharmaceutical Industry
Chapter 24. Process Reengineering to Enhance Customer Relationships: A Case Study of Kirloskar Oil Engines Limited
Chapter 25. Customer Relationship Management in Cement Industry: A Marketing Strategy Perspective
Chapter 26. Probing Demand Forecasting in Indian Firms
Chapter 27. Organising for Customer Relationship Management
Chapter 28. Employee and Customer Management Processes for Profitability: The Case of Hewlett-Packard India
Chapter 29. Critical Factors of Corporate Choice of Non-Profit Organisation for Social Contribution
Chapter 30. e-CRM: lies, Damn Lies and StatisticsChapter Part IV: Relationship Management in B2B Commerce
Chapter 31. Building Customer Loyalty Business-to-Business Commerce
Chapter 32. Cross-border B2B Relationships with Intermediaries: Between New and Old
Chapter 33. Relationship Marketing for Creating Value in Business Markets
Chapter 34. Value and Stability of Cooperative Buyer-Seller Relationships in Industrial Markets: An Empirical Study
Chapter 35. The Global Account Manager as Political-Entrepreneur
Chapter 36. Valuing Information in Transportation Logistics
Chapter 37. Managing Relationships in Supply Chains of the 21st CenturyChapter Part V: CRM in Services
Chapter 38. Status of Customer Relationship Management in India: A Survey of Service Firms
Chapter 39. Impact of the Service Supply-Demand Mismatches on Relationship Intention and Integrity: A Preliminary Model and Findings
Chapter 40. Relevance of CRM for Hospital Services
Chapter 41. Building Customer Relationships: The Taj Air Caterers Experience
Chapter 42. Relationship Management Practices in Hospitality Industry: A Study of Hotels and Restaurants in Calcutta
Chapter 43. Customer Relationship Management Lessons from the Hospitality Industry
Chapter 44. Relationship Management Programme: The Titan Experience
Chapter 45. Customer Relationship management at APTECH
Chapter 46. Benefits of Implementing a CRM System in Cellular Telecom Services
Chapter 47. Customer Relationship Management in Customer Service: The Titan Experience
Chapter 48. Service Plus: A Comparative Study of Indian and US HotelsChapter Part VI: CRM in Financial Services
Chapter 49. Relationship Marketing Strategies and Customer Perceived Service Quality: A Study of Indian Banks
Chapter 50. Building Customer Relationships Through Call Centers in Banking and Financial Services
Chapter 51. User Satisfaction of Banking Software Products Importance-Performance Mapping
Chapter 52. Organizing for Relationship Management: The Case of Banking Industry
Chapter 53. Introduction of e-CRM in the Indian Insurance Sector Customer
Chapter 54. Strengthening Customer Relationships That Lead Toward Increased Business for CPA Firms
Chapter 55. Winning Strategies and Processes for Effective CRM in Banking and Financial ServicesChapter Part VII: Abstracts
Chapter 56. Building R&D Lab/Industry Relationships: The Case of CSIR, India
Chapter 57. Why Web Site Hits don't Translate into Web Sales Implications for Building Relationships Versus Selling on the Web
Chapter 58. Seller Influence Tactics (SITs) and Their Impact on Customer Relationships