customer relationship management pdf ebook free download

The importance of people factor for the organization from the customer's perspective.The concept of customer loyalty management as an important business strategy.

CRM is not about developing a friendly relationship with the customers but involves developing strategies for retention, and using them for achieving very high levels of customer satisfaction.Customer strategy as a necessary and important element for managing every successful organization.Technological advancements that have served as catalyst for managing relationships.Basic concepts of CRM and environmental changes that lead to CRM adoption.It also discusses the technology aspects of CRM like data mining, technological tools and most importantly social CRM.The book can serve as a guide for deploying CRM in an organization stating the critical success factors.KEY FEATURES The book further discusses dynamics in CRM in services, business market, human resource and rural market. With the aim of developing a successful CRM program this book begins with defining CRM and describing the elements of total customer experience, focusing on the front-end organizations that directly touch the customer. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. Download Customer Relationship Management Book in PDF, Epub and Kindle

Customer relationship management pdf ebook free download