Customer Relationship Management Jaspreet Kaur Bhasin

Introduction to CRM Importance of Relationship in Business Planning a CRM Strategy Selection of a CRM Tool Managing a CRM Project Creating Value for Customers Customer Experience and CRM Managing Customer Lifecycle: Customer Acquisition, Retention, and Development Customer Database Sales and CRM Marketing Automation Service and CRM Business Network and CRM Customer Portfolio Management Electronic CRM (e-CRM) Role of Human Resource in CRM Role of CRM in Service Sector Emerging Trends in CRM

The book entitled Customer Relationship Management aims to help managers in establishing successful customer relationships. The concise and accessible style of the book is suitable for business professionals and students pursuing management courses. The book effectively blends together the theoretical and practical concepts of CRM that help readers to achieve a thorough understanding of the subject matter. The book also contains real-life examples and case studies to provide readers with a glimpse of the actual market environment. Moreover, a summary and learning exercise are supplemented at the end of each chapter to reinforce the concepts.