Customer Relationship Management

Name: Customer Relationship Management
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Lieutenant. Dr. J. Ashok Kumar · Dr. Kota Sreenivasa Murthy

2021년 11월 · KY Publications 1권 · KY Publications

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This book is designed for a one-semester BBA course although under no circumstance is it imagined that the entire book be covered. For undergraduate students just learning about Consumer Relationship Management or graduate students advancing their CRM, this book is delivered not only a teachable textbook but a valued reference for the future Purposes. You’ll also find Unit Description, Learning Objectives, Outcomes, cases, Multiple Choice Questions, and some reference book materials for each unit under four Modules along with the content of this book. With all this chapter summaries, key terms, questions, and exercises this book will truly appeal to upper-level students of customer relationship management.

Because of customer relationship management is a core business strategy this book demonstrates how it has influence across the entire business, in areas such as Consumer Life style, CRM strategy and its implementation, CRM process, Effective Management of CRM, Influence of Technology in CRM, operational CRM, Operational analytics in CRM, E-CRM, IT implications in CRM and its Corporate applications.

Book Chapter structure: This book comprises of four modules, each with three units. Thus you can find a total of 12 units in analogous with CRM key concepts. Case Section: In this book each unit is assigned with a case section, to make the book more user friendly yet give faculty members tremendous flexibility in choosing case materials for use in class discussions or testing. Thus this book will be crisp, practical and stimulating with practical examples and provides a step-by-step pragmatic approach to the application of CRM in business. The coverage of CRM technology is an enhancing feature of this book. Well-grounded academically, this book is equally beneficial for management students. Overall, it sets out a comprehensive reference guide to business success

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Lieutenant. Dr. J. Ashok Kumar is an Assistant Professor, Department of Management, Central University of Tamil Nadu. He received doctorate degree from Alagappa University. He has 8 years of rich experience in teaching and 10 years of research experience in the area of Management. He is a vivid learner and data science enthusiast. His area of specialization includes Marketing, Operations and International Business. He was a UGC - Senior Research Fellow. He has published more than 20 papers in both National and International Journals. He has commissioned as officer and got the rank of Lieutenant in Indian Army (NCC - SD) on 31st Aug’2019.

Dr. Kota Sreenivasa Murthy, Associate Professor, Department of Management, School of Commerce and Business Management, Central University of Tamil Nadu, holds Ph.D. from prestigious Sri Venkateswara University, Tirupati. As an active researcher, he is particularly interested in areas such as Accounting, Finance, Banking and Entrepreneurship. He has published 2 books and more than 25 research papers in reputed National and International journals to his credit. He has participated more than 50 national and international seminars, conferences and workshops, etc. He got short term doctoral fellowship from ICSSR, New Delhi. He is an Editorial Board Member and Reviewer of Various National and International Journals. He has total work experience of 22 years in teaching Accounting, Finance and Management subjects at UG and PG Level.