Customer relationship management: emerging concepts, tools and applications, 1st edition

Customer relationship management: emerging concepts, tools and applications, 1st edition

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Description

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.

Publication Date

21-11-2001

ISBN

0070435049; 9780070435049

Publisher

Tata McGraw-Hill

Keywords

Customer relationship management, CRM, Marketing management

Customer relationship management: emerging concepts, tools and applications, 1st edition

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