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Synopsis The Icfai Dictionary of Customer Relationship Management (CRM) Terms is addressed to students, teachers, practitioners and general readers who want to follow CRM discussions in the class and elsewhere, or whose daily work demands some familiarity with terminology of Customer Relationship Management, CRM in marketing, CRM and customer services, sales force automation, CRM in e-Business, analytical CRM, planning CRM Program, choosing CRM Tools, managing CRM Project, evaluating CRM and advances in CRM etc. The dictionary also addresses terms from the conceptual level to the advanced level in a precise manner. It aims to provide a comprehensive companion to support other reading in a discipline, which employs remarkably similar terminology. This dictionary is a guide to the main ideas and teaching connected to the basics of and advances in CRM. The book is designed in such a way that it covers the salient facts and features of various points of CRM and also explores CRM development from technology and business perspectives. Over 2000 entries define and explain clearly the salient facts within the context of Customer Relationship Management. Its store of up-to-date information will, it is hoped, appeal to active managers, teachers and students of marketing, information technology and operations.