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	Customer Relationship Management by R.K. Sugandhi
	Price : Rs 250.00
	Your Price : Rs 225.00

Customer Relationship Management (CRM) has become a vital tool in retaining customers and consolidating an organisation`s market share. This book presents a clear and succinct exposition of the concepts and strategies involved in CRM. The exposition is suitably illustrated with a variety of case studies from both consumer and core sectors.

The book focuses on the key components of CRM

Consumer behavior
Customer satisfaction and loyalty
Responsive response
Service and complaints management and discusses them in considerable detail.
Measurement techniques and various methods of analysing customer responses are also suitably discussed.

The training and re-orientation of human resources for effective CRM are highlighted. With its incisive exposition and vivid cases, this book would be extremely useful for business and marketing management executives and students.
ISBN - 9788122423938

Pages : 304

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