Managing E Crm Towards Customer Satisfaction And Quality Relationship
DOWNLOAD
Download Managing E Crm Towards Customer Satisfaction And Quality Relationship PDF/ePub or read online books in Mobi eBooks. Click Download or Read Online button to get Managing E Crm Towards Customer Satisfaction And Quality Relationship book now. This website allows unlimited access to, at the time of writing, more than 1.5 million titles, including hundreds of thousands of titles in various foreign languages. If the content not found or just blank you must refresh this page
Managing E Crm Towards Customer Satisfaction And Quality Relationship
DOWNLOAD
Author : Abu Bakar Abdul Hamid
language : en
Publisher: Partridge Publishing Singapore
Release Date : 2019-03-20
Managing E Crm Towards Customer Satisfaction And Quality Relationship written by Abu Bakar Abdul Hamid and has been published by Partridge Publishing Singapore this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-03-20 with Business & Economics categories.
Electronic customer relationship management (ECRM) is a comprehensive business and marketing strategy for attracting and retaining customers over the internet. The proliferation of ECRM and its alarming failure rate call for a better understanding of the relationship between ECRM and its immediate objective. Based on the literature reviewed, there are few studies that have used service quality as a component of relationship quality in the relation between ECRM and customer satisfaction. The study investigates the influence of three components of ECRM (i.e., pre-purchase, at-purchase, and post-purchase ECRM) on customer satisfaction directly and through mediating variable relationship quality. A quantitative methodology using a cross-sectional survey method was used to investigate the relationship between variables.
Electronic Customer Relationship Management
DOWNLOAD
Author : Jerry Fjermestad
language : en
Publisher: Routledge
Release Date : 2015-05-15
Electronic Customer Relationship Management written by Jerry Fjermestad and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-05-15 with Business & Economics categories.
This work offers a state-of-the art survey of information systems research on electronic customer relationship management (eCRM). It provides important new frameworks derived from current cases and applications in this emerging field. Each chapter takes a collaborative approach to eCRM that goes beyond the analytical and operational perspectives most often taken by researchers in the field. Chapters also stress integration with other enterprise information systems. The book is organized in four parts: Part I presents an overview of the role of CRM and eCRM in marketing and supply chain management; Part II focuses on the organizational success factors behind eCRM implementation; Part III presents cases of eCRM performance enhancement; and Part IV addresses eCRM issues in business-to-consumer commerce.
Customer Relationship Management
DOWNLOAD
Author : KAUSHIK MUKERJEE
language : en
Publisher: PHI Learning Pvt. Ltd.
Release Date : 2007-07-25
Customer Relationship Management written by KAUSHIK MUKERJEE and has been published by PHI Learning Pvt. Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-07-25 with Business & Economics categories.
"This textbook on CRM, a new approach to marketing, is comprehensive and managerially very useful. Its case studies with a mixture of Indian and non-Indian cases, are extremely interesting and will be fun for students to learn and for instructors to teach." JAGDISH N. SHETH, Professor of Marketing,Emory University This straightforward and easy-to-read text provides students of manage-ment and business studies with a thorough understanding of fundamental abilities and strategies that lead to the successful implementation of practice of CRM (Customer Relationship Management), regarded as the wonder solution to all the problems encountered by marketers. To cope with the increasing intensity of competition, necessitating a drive towards enhancement of customer satisfaction, the book emphasizes the need for integration and coordination along the value chain to effectively and efficiently manage customers. The book focuses on best practices in CRM and illustrates along the way through several interesting case studies how CRM has been used in various industries to build relationships with customers. The book also provides a solid grounding in tools, techniques and technologies used in CRM and explains in detail the power of eCRM to help companies make their vision of CRM a reality. The text is intended for students of MBA, PGDM (Postgraduate Diploma in Management), and PGPBA (Postgraduate Programme in Business Administration). Besides, this book is a useful reference for managerial and marketing professionals. KEY FEATURES Provides insight into contemporary developments in CRM Cites Indian as well as global examples Offers case studies on Indian and global companies to highlight the use of CRM
Customer Relationship Management
DOWNLOAD
Author : Gerhard Raab
language : en
Publisher: CRC Press
Release Date : 2016-05-13
Customer Relationship Management written by Gerhard Raab and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-05-13 with Business & Economics categories.
Customer Relationship Management is the first book to explore the benefits to the firm of a globally integrated approach to the management philosophy of Customer Relationship Management (CRM). The best hope for achieving a sustainable competitive advantage in a global marketplace is by means of better understanding which customers are in the best position to experience long-term, profitable relationships for the globally oriented firm. This book offers both an academic and a practical viewpoint of the importance of CRM in a global framework. It integrates the topics of knowledge management, total quality management, and relationship marketing with the goal of explaining the benefits of CRM for internationally active firms. The authors have included six case studies which allow the reader to undertake the role of CRM consultant in a 'learning by doing' approach. The book should be required reading for all business executives who desire a customer-oriented approach to success, and for all students of business who desire to gain insight into a relationship management approach which will become ever-more important in the years ahead.
Customer Relationship Management
DOWNLOAD
Author : ALOK KUMAR RAI
language : en
Publisher: PHI Learning Pvt. Ltd.
Release Date : 2012-12-05
Customer Relationship Management written by ALOK KUMAR RAI and has been published by PHI Learning Pvt. Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-12-05 with Business & Economics categories.
This thoroughly revised and enlarged edition brings to light the latest developments taking place in the area of Customer Relationship Management (CRM), and focuses on current CRM practices of various service industries. This edition is organised into five parts containing 19 chapters. Part I focuses on making the readers aware of the conceptual and literary developments, and also on the strategic implementation of the concepts. Part II discusses the research aspects of CRM. Part III deals with the applications of information technologies in CRM. Part IV provides the various newer and emerging concepts in CRM. Finally, Part V analyses the CRM applications in various sectors, industries and companies. Primarily intended as a textbook for the students of Management, the book would prove to be an invaluable asset for professionals in service industries. New to This Edition Includes five new chapters, namely Research Techniques and Methods in Customer Relationship Management; Customer Satisfaction; Customer Loyalty; Service Quality; and Service Recovery Management, along with several additions of new text and revisions of the existing text. Provides latest advancements in CRM to keep the students abreast of these developments. Gives as many as 16 Case Studies with critical analysis of different industries to help the readers understand the subject. Covers a number of illustrations to elucidate the concepts discussed. Gives Project Assignment in each chapter.
Customer Relationship Management
DOWNLOAD
Author : Francis Buttle
language : en
Publisher: Routledge
Release Date : 2009
Customer Relationship Management written by Francis Buttle and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Business & Economics categories.
This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.
Customer Relationship Management
DOWNLOAD
Author : Francis Buttle
language : en
Publisher: Routledge
Release Date : 2004-02-18
Customer Relationship Management written by Francis Buttle and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004-02-18 with Business & Economics categories.
Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development. Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships. An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access.
Customer Relationship Management And It
DOWNLOAD
Author : Danil Dintsis
language : en
Publisher: BoD – Books on Demand
Release Date : 2020-06-03
Customer Relationship Management And It written by Danil Dintsis and has been published by BoD – Books on Demand this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-06-03 with Business & Economics categories.
All of us enjoy individually specific service or a product that is delivered for us only. Customer relationship management (CRM) is the area of expertise that helps companies to work with customers based on their specific needs or requirements. To reach success CRM systems implement the most powerful math and IT tools such as statistical analysis, artificial neural nets, and graph systems. This book deals with the practical implementation and meta-analysis of CRM experience in various locations and business areas. The authors have produced a great book and provided meta-analysis of the latest CRM systems and a roadmap of their development. In the chapters, our readers will find descriptive analysis of CRM models, applied tools, and methods.
Customer Relationship Management
DOWNLOAD
Author : Srivastava Mallika
language : en
Publisher: Vikas Publishing House
Release Date :
Customer Relationship Management written by Srivastava Mallika and has been published by Vikas Publishing House this book supported file pdf, txt, epub, kindle and other format this book has been release on with Business & Economics categories.
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 book further discusses dynamics in CRM in services, business market, human resource and rural market. 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• Basic concepts of CRM and environmental changes that lead to CRM adoption• Technological advancements that have served as catalyst for managing relationships• Customer strategy as a necessary and important element for managing every successful organization• 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• The concept of customer loyalty management as an important business strategy• The role of CRM in business market• The importance of people factor for the organization from the customer's perspective• Central role of customer related databases to successfully deliver CRM objectives• Data, people, infrastructure, and budget are the four main areas that support the desired CRM strategy
Customer Relationship Management
DOWNLOAD
Author : Stanley A. Brown
language : en
Publisher: Wiley
Release Date : 2000-04-27
Customer Relationship Management written by Stanley A. Brown and has been published by Wiley this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000-04-27 with Business & Economics categories.
Maximize customer satisfaction and maximize your bottom line Over the last decade, too many organizations have assumed that their products or services were so superior that customers would automatically keep coming back for more. But in order to compete effectively in today's marketplace, organizations must change their strategy to become more customer focused, not product focused. Customer Relationship Management (CRM) is the best way to integrate this customer-facing approach throughout an organization. Aimed at understanding and anticipating the needs of an organization's current and potential customers, this innovative book shows how CRM links people, process, and technology to optimize an enterprise's revenue and profits by first providing maximum customer satisfaction. * Covers developing a market-oriented strategy, innovation in products and services, sales and channels transformation, customer relationship marketing, and customer care Stanley A. Brown (Toronto, Canada) is Partner in Charge of the Centre of Excellence in Customer Care at PricewaterhouseCoopers in Toronto.