The book addresses each of the primary components of a successful CRM strategy-pre-order, point-of-order and post-order customer-support issues-and relates them to analysis of successful case studies of some CRM-enabled e-commerce sites, to explain how to ensure a smooth customer transition from one step to the next. Table of Contents Introduction.

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.