Customer relationship management pdf notes

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Description: Customer Relationship Management (CRM) is to create a competitive advantage by being the best at understanding, communicating, delivering, and developing existing customer relationships, in addition to creating and keeping new customers. It has emerged as one of the largest management buzzword. Popularised by the business press and marketed by the aggressive CRM vendors as a panacea for all the ills facing the firms and managers, it means different things to different people. CRM, for some, means one to one marketing while for others a call center. Some call database marketing as CRM. There are many others who refer to technology solutions as CRM. If so, what is CRM?

Customer relationship management pdf notes

There are following important topics regarding Customer relationship management that you should know:

Evaluation of Customer Relationship Management (CRM)
Customer Loyalty
CRM Success Factors and Levels of Services
Service – Level Agreements
CRM in Marketing
Sales Force Automation
Knowledge Management Practices
Enterprise Resource Planning (ERP)
Supplier Relationship Management (SRM)
Partner Relationship Management (PRM)
Analytical CRM
CRM Implementation

Author: Prof. Henry Babu, Prof. Rajmohan Kadavil, Prof. N. Manjula, Prof. Santosh Thampi (PONDICHERRY UNIVERSITY)

273 Pages

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