TY - GEN AU - ERICKSON, THOMAS TI - CUSTOMER RELATIONSHIP MANAGEMENT SN - 978-81-8220-495-9 U1 - 658.812 PY - 2012/// CY - NEW DELHI PB - GLOBAL VISION PUBLISHING HOUSE N1 - Contents Preface (v) 1. Introduction 1 Introduction 1 Principles of CRM 3 History of CRM 4 CRM Architecture 5 Components of CRM 6 Technical Aspects of CRM 8 CRM Market Development 9 Reasons for Adopting CRM: The Business Drivers 12 CRM Industry 14 Technology and Service 16 Implementation of CRM 22 Return on Investment of Implementation 24 CRM Issues 27 Conclusions 29 2. CRM System in Public Sector 33 Introduction 33 Essential Features of CRM Contact Centers 36 Citizen and CRM 42 CRM and the Business Issues 46 CRM and People 52 Resistance 56 CRM and Process Improvement 57 CRM-Enabling Technologies 61 CRM Cost 67 Important Industry Trends 74 Conclusion 75 3. CRM Measurement and Data Analysis 77 Introduction 77 Purpose for CRM Measurement 82 CRM Measurement Frameworks 87 Customer-Facing Operations 96 Research Directions and Data Analysis 111 Targeting Customers and Programs Relationship 119 Conclusion 125 4. Implementing CRM in Emerging Market 127 Introduction 127 Evolution of Marketing Strategy 129 Implementing a CRM Strategy 131 Research Design 133 Results of the Study 134 Conclusion 135 5. CRM Planning and Customer Retention 137 Introduction 137 CRM Planning 138 Customer Retention 147 6. CRM Architecture, Enterprise Relationship Marketing and Social Media Technology 155 Introduction 155 CRM Architecture 155 Customer and Product Marketing Approaches 157 Enterprise Customer Relationship Management 159 Principles for Building Customer Relationships 161 CRM Architecture for an Effective Customer Experience 165 CRM Reference Model for the Telecom Industry 166 Social Media Technology and Enterprise Relationships Marketing 169 Conclusion 173 7. The CRM and Customer Equity 175 Introduction 175 Research Propositions 180 Measuring CRM: Benefits Approach 188 Conclusion 189 8. CRM in Competitive Market 191 Introduction 191 CRM Business Cycle 191 Six Markets Framework 193 Six E’s of eCRM 195 Conclusion 195 9. CRM Practices in Indian Retail Banking Sector 197 Introduction 197 Indian Banking Industry 197 Literature Review 199 CRM Best Practices Survey 200 Case Study Research 205 Conclusions 214 10. Knowledge Based Customer Relationship Management 215 Introduction 215 Knowledge in Customer-oriented Processes 216 Knowledge Management Models 218 CRM Process Model 222 Process-oriented Knowledge Management Goals 223 Enhancing Knowledge Dissemination in a Customer Service Center 228 Application of the CKM Model 228 Conclusion 229 Case Studies 231 I A Smart Mobile CRM Boosts Productivity at Dr. Reddy’s 231 II Amazon.com 232 III Aviva uses CRM to Insure Success 233 IV Baan's ERP Boost for Elgi 234 V Backup System is Lifeline of NSE 235 VI City of Albuquerque, New Mexico 237 VII City of Palm Coast, Florida 237 VIII CRM Implementation Failure at Cigna Corporation 238 IX CRM Responsible for Magic at Bharti 240 X DCB Implements Finacle in 89 Days 242 XI DeKalb County and City of Savannah, Georgia 243 XII Dell 244 XIII Dell's Customer Contact Center Operations in India 245 XIV Easter Seals 247 XV Hispanics in Philanthropy 249 XVI IBM's ECRM Initiatives 251 XVII IDBI Bank Reinvents Itself 253 XVIII IDS helps HCL Comnet Exceed Customer Expectations 254 XIX Johnson & Johnson's 'Camp Baby': Great Customer Relationship Management or Public Relations Fiasco? 256 XX Lessons in Customer Service from Wal-Mart 259 XXI Linux Stars in Mission Critical 261 XXII MetaFrame brings Ujala to Jyothy Labs 263 XXIII NY-NJ Trail Conference 264 XXIV PCS Technology 266 XXV Sage 200 and Inside2Outside CRM 270 XXVI Syndicate Bank Saves its way to Success 272 XXVII Tata Teleservices, the Customer is King 274 XXVIII TESCO - The Customer Relationship Management Champion 276 XXIX Volkswagen 278 XXX Walt Disney World Resorts and CRM Strategy 278 XXXI Washington Toxics Coalition 283 XXXII Wrapping UP 285 XXXIII GoldMine Premium Edition and County Drains 286 XXXIv Wells Fargo 288 XXXV Zappos.Com: Focus on Customer Service 289 Appendices 291 Appendix A: Basic Assumptions of CRM 291 Appendix B: Common Myths of CRM 292 Appendix C: Lifetime Value of a Customer 293 Appendix D: Vendor’s Web Site Addresses 299 Bibliography 301 Index 321 N2 - Customer relationship management (CRM) is a number of strategies and technologies that are used to build stronger relationships between companies and their customers. The whole concept of this book is designed in ten chapters. The very first chapter introduces the concept of Customer Relationship Management (CRM) explaining role of CRM market development and the reasons for adopting CRM. Second chapter discusses the use of CRM system in public sector and explains how CRM technologies increase efficiency and effectiveness of government. Third chapter reviews the key issues in CRM measurement and data analysis while fourth chapter focuses on a CRM strategy and steps in implementation of CRM programmes in the emerging market. Fifth chapter examines CRM project planning and explains how effective customer retention programs are enabled by CRM analytical solution while sixth chapter examines the role of the three components of CRM architecture and impact of social media technology and enterprise relationships marketing in building good customer relationships. Seventh chapter identifies a core group of expected CRM benefits and examines their ability to increase a firm’s value equity, brand equity and relationship equity however eighth chapter describes in a nutshell, how CRM-focused enterprises mobilize the entire company to better serve customers, locking in long-term relationships that benefit both buyer and seller. Ninth chapter explores the association between deployment of CRM best practices and loyalty of profitable customers in scheduled commercial banks of India with respect to retail banking segment while last chapter describes the research concentrating on the CRM, KM and, subsequently, CKM process level. ER -