000			01356nam a22001697a 4500
999			_c74895 _d74895
020			_a9788120318090
082			_a658.812 J6131 C _b103625
100			_aJohn W Gosney
245			_aCustomer Relationship Management Essentials
250			_a1st Ed.
260			_aNew Delhi _bPHI Learning Private Ltd _c2011
300			_a234
500			_aThe 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.
505			_aIncludes 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.
700			_aThomas P Boehm
942			_cBK