Customer Relationship Management: Concepts and Cases

Preface.Part I: Fundamentals of Customer Relationship Management
1. Relationship in Business: A Management Tool.
2. Customer Relationship Management: A Conceptual Foundation.
3. Customer Relationship Management: A Literary Perspective.
4. Customer Relationship Management Model: Comprehension and Implementation Model.

Part II: Research Dimensions of Customer Relationship Management
5. Research Techniques and Methods in Customer Relationship Management.
6. Customer Satisfaction.
7. Customer Loyalty.
8. Service Quality.

Part III: Information Technology Dynamics in Customer Relationship Management
9. Technological Developments in CRM.
10. Information Technology Implementation in CRM.
11. Customer Relationship Management through Information Technology Tools.

Part IV: Emerging Dimensions and Dynamics in Customer Relationship Management
12. Customer Retention and Experience Management.
13. Service Recovery Management.
14. People Factor in Customer Relationship Management.
15. Customer Relationship Management: Emerging Concepts and Perspectives.

Part V: Application Dynamics of Customer Relationship Management in Different Sectors and Industries
16. Customer Service in Service Sector.
17. Customer Relationship Management Practices in Rural Markets.
18. Customer Relationship Management Practices in Indian Service Business.
19. Customer Relationship Management: Practices and Application in Select Service Companies.
Index.