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Customer Relationship Management (CRM)

N Jinender Kumar (Author) P.P. Singh (Author)
Synopsis Customer Relationship Management (CRM) is one of the hot topics in marking and information systems today. Customer relationship management is a business strategy that provides the enterprise with a complete, dependable, and integrated view of its customer base. A CRM system brings together lots of pieces of information about customers, sales, market trends, marketing effectiveness and responsiveness. CRM helps companies improve the profitability of their interactions with customers while at the same time making those interactions appear friendlier through individualization. CRM's purpose is to enhance customer satisfaction and retention by alignment of customer business processes with technology integration. This book offers the promise of maximized profits for today's highly competitive business. This innovative book provides readers with the tools and techniques to effectively use CRM. It emphasizes the utilization of database marketing in order to build strong and profitable customer relationships.

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 satifaction.
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About the authors

N Jinender Kumar

N. Jinender Kumar is Post-graduate from Economics. He has obtained his Master degree from Delhi University, and also completed his Law degree from the Delhi University. Afterwards, He completed his C.A. (I) from Institute of Chartered Accountants of India, Delhi. He is prolific author of several standard textbooks on Management, Economics. He has been a consultant to several public and private oganisations.

P.P. Singh

Pavitar Parkash Singh is working as Assistant Professor in Punjab College of Technical Education, Ludhiana. He obtained his M.Sc. from Punjabi University, Patiala and Masters in Business Administration from Kurukshetra University, Kurukshetra. He graduated in Education also from Kurukshetra University, Kurukshetra. He has great interest in science education, environment management and computer application. He has six years of working experience. Presently he is pursuing his Ph.D. He has authored and presented many research papers in national and international seminars and is providing consultancy to various industrial houses on the different projects. Recently, he participated and presented a paper in SAMF Conference, A SAARC Nations Organisation, held in Pakistan.

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Bibliographic information

Title Customer Relationship Management (CRM)
Format Hardcover
Date published: 04.08.2009
Edition 1st ed.
Publisher Regal Publications
Language: English
isbn 9788184840391
length x+349p., Tables; Figures; Glossary; Index; 25cm.