Customer Relationship Management

William G. Zikmund

ISBN: 9788126528059

200 pages

INR 539

Description

·    The Nature of Customer Relationship Management.
·    Understanding Customer Differences.
·    Information Technology and Collecting Customer Data.
·    The CRM Data Warehouse.
·    Customer Loyalty.
·    Customer Retention Strategies.
·    Winback and Acquisition Strategies.
·    Sales Force Automation and Automated Customer Service Centers.
·    The Basics of Data Mining, Online Analytical Processing, and Information Presentation.
·    Measuring Customer Satisfaction and Loyalty.
·    Issues for Implementing CRM Systems.

Preface.
About the Authors.
·    The Nature of Customer Relationship Management.
·    Understanding Customer Differences.
·    Information Technology and Collecting Customer Data.
·    The CRM Data Warehouse.
·    Customer Loyalty.
·    Customer Retention Strategies.
·    Winback and Acquisition Strategies.
·    Sales Force Automation and Automated Customer Service Centers.
·    The Basics of Data Mining