TY  - BOOK
AU  - Sheth, Jagdish N ( Editor )
AU  - Atul, Parvatiyar ( Editor )
AU  - Shainesh, G.( Editor )
TI  - Customer relationship management:  emerging concepts, tools and applications
SN  - 9780070435049
U1  - 658.812 
PY  - 2001///
CY  - New Delhi
PB  - McGraw Hill education ( India) company Ltd
KW  - Customer relationship management
N1  - Part I: Emerging Concepts in CRM


Chapter 1. Conceptual Framework of Customer Relationship Management


Chapter 2. CRM: A Research Agenda


Chapter 3. Implications of Globalization on Customer Relationship Management


Chapter 4. Effective Customer Relation Management Through Customer Knowledge Management


Chapter 5. A Generalized Model for the Structure of Business Relationships: A Meta- analysis of Relationship Literature


Chapter 6. Regain Management: Issues and Strategies


Chapter 7. Winning Markets through Effective Customer Relationship Management
Chapter Part II: Technological Tools for CRM


Chapter 8. Data Mining for CRM: Some Relevant Issues


Chapter 9. Changing Patterns of e-CRM Solutions in the Future


Chapter 10. How to Structure a Customer Focused IT Organisation to Support CRM


Chapter 11. Framework for Deploying Customer Relationship in Organisation


Chapter 12. e-CRM: Deriving Value of Customer Relationship


Chapter 13. Review and Comparative Assessment of CRM Solutions for Key Verticals


Chapter 14. The Evolution of Relationships in e-Marketing


Chapter 15. Implementing a Technology Based CRM Solution
Chapter Part III: Implementing CRM


Chapter 16. Optimal Allocation Rules for Customer Relationship Management


Chapter 17. Measuring the Effectiveness of Relationship Marketing


Chapter 18. The Past, Present and Future of CRM


Chapter 19. Implementing a Technology Based CRM Solution: The ICICI Experience


Chapter 20. Decision Metrics for CRM Solutions


Chapter 21. Characteristics of a Good Customer Satisfaction Survey


Chapter 22. Contact Management: Give ‘em What They Want How to Make the Most of your Customer Relationships with a Campaign Management Solution


Chapter 23. Building Relationships with Doctors for Effective Marketing: The Case of the Pharmaceutical Industry


Chapter 24. Process Reengineering to Enhance Customer Relationships: A Case Study of Kirloskar Oil Engines Limited


Chapter 25. Customer Relationship Management in Cement Industry: A Marketing Strategy Perspective


Chapter 26. Probing Demand Forecasting in Indian Firms


Chapter 27. Organising for Customer Relationship Management


Chapter 28. Employee and Customer Management Processes for Profitability: The Case of Hewlett-Packard India


Chapter 29. Critical Factors of Corporate Choice of Non-Profit Organisation for Social Contribution


Chapter 30. e-CRM: lies, Damn Lies and Statistics
Chapter Part IV: Relationship Management in B2B Commerce


Chapter 31. Building Customer Loyalty Business-to-Business Commerce


Chapter 32. Cross-border B2B Relationships with Intermediaries: Between New and Old


Chapter 33. Relationship Marketing for Creating Value in Business Markets


Chapter 34. Value and Stability of Cooperative Buyer-Seller Relationships in Industrial Markets: An Empirical Study


Chapter 35. The Global Account Manager as Political-Entrepreneur


Chapter 36. Valuing Information in Transportation Logistics


Chapter 37. Managing Relationships in Supply Chains of the 21st Century
Chapter Part V: CRM in Services


Chapter 38. Status of Customer Relationship Management in India: A Survey of Service Firms


Chapter 39. Impact of the Service Supply-Demand Mismatches on Relationship Intention and Integrity: A Preliminary Model and Findings


Chapter 40. Relevance of CRM for Hospital Services


Chapter 41. Building Customer Relationships: The Taj Air Caterers Experience


Chapter 42. Relationship Management Practices in Hospitality Industry: A Study of Hotels and Restaurants in Calcutta


Chapter 43. Customer Relationship Management Lessons from the Hospitality Industry


Chapter 44. Relationship Management Programme: The Titan Experience


Chapter 45. Customer Relationship management at APTECH


Chapter 46. Benefits of Implementing a CRM System in Cellular Telecom Services


Chapter 47. Customer Relationship Management in Customer Service: The Titan Experience


Chapter 48. Service Plus: A Comparative Study of Indian and US Hotels
Chapter Part VI: CRM in Financial Services


Chapter 49. Relationship Marketing Strategies and Customer Perceived Service Quality: A Study of Indian Banks


Chapter 50. Building Customer Relationships Through Call Centers in Banking and Financial Services


Chapter 51. User Satisfaction of Banking Software Products Importance-Performance Mapping


Chapter 52. Organizing for Relationship Management: The Case of Banking Industry


Chapter 53. Introduction of e-CRM in the Indian Insurance Sector Customer


Chapter 54. Strengthening Customer Relationships That Lead Toward Increased Business for CPA Firms


Chapter 55. Winning Strategies and Processes for Effective CRM in Banking and Financial Services
Chapter Part VII: Abstracts


Chapter 56. Building R&D Lab/Industry Relationships: The Case of CSIR, India


Chapter 57. Why Web Site Hits don’t Translate into Web Sales Implications for Building Relationships Versus Selling on the Web


Chapter 58. Seller Influence Tactics (SITs) and Their Impact on Customer Relationships; 73
N2  - Business worldwide are enhancing shareholder value by shifting from a 'share of the market' mindset to the 'share of customer' paradigm through relationship management practices. Relationship management helps firms focus on the lifetime value of customers to enhance their relationships with profitable customers. To be successful in the new millennium, firms will need to extend this practice of developing long-term relationships with all their other stakeholders including suppliers, intermediaries, partners, and employees.



The conference focuses on the emerging concepts, tools and applications in customer relationship management. Designed to provide a forum for interaction and sharing of knowledge and experiences related to relationship management, it includes papers that deal with any facet of relationship management. Research papers that propose concepts, suggest methods, evaluates various tools for successful implementation of relationship management are included
ER  -