| 000 -LEADER |
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| fixed length control field |
03474nam a22003017a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
CITU |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20250627113117.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
250620b ||||| |||| 00| 0 eng d |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
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| LC control number |
1417146088 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9781774697320 |
| 041 ## - LANGUAGE CODE |
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| Language code of text/sound track or separate title |
eng. |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Edition number |
23 |
| Classification number |
658.8/12 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
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| Preferred name for the person |
Kumar, Dinesh |
| Relator term |
author |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Services marketing and customer relationship management / |
| Statement of responsibility, etc |
Dinesh Kumar |
| 264 #1 - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
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| Place of publication, distribution, etc |
Burlington, ON ; |
| Name of publisher, distributor, etc |
Toronto Academic Press, |
| Date of publication, distribution, etc |
2024 |
| 264 #4 - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Date of publication, distribution, etc |
©2024 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xv, 233 pages : |
| Other physical details |
chiefly color illustrations ; |
| Dimensions |
26 cm |
| 336 ## - CONTENT TYPE |
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| Source |
rdacontent |
| Content type term |
text |
| Content type code |
txt |
| 337 ## - MEDIA TYPE |
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| Source |
rdamedia |
| Media type term |
unmediated |
| Media type code |
n |
| 338 ## - CARRIER TYPE |
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| Source |
rdacarrier |
| Carrier type term |
volume |
| Carrier type code |
nc |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
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| Bibliography, etc |
Includes bibliographical references and index. |
| 505 0# - CONTENTS |
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| Formatted contents note |
Cover<br/>Title Page<br/>Copyright<br/>About The Author<br/>Contents<br/>List of Figures<br/>List of Table<br/>List of Abbreviations<br/>Preface<br/>Chapter 1: Introduction To Services Marketing<br/>Unit Introduction<br/>1.1. Services Sector In The Global Economy<br/>1.2. The Nature Of Services<br/>1.3. Consumer Behavior In Services<br/>1.4. The Services Marketing Mix<br/>1.5. Services Marketing Strategy<br/>1.6. The Service Product<br/>Summary<br/>Review Questions<br/>Multiple Choice Questions<br/>References<br/>Chapter 2: Customer Relationship Management (CRM) In Services<br/>Unit Introduction<br/>2.1. Customer Experience Focus<br/>2.2. Microsoft Dynamics CRM<br/>2.3. Importance Of CRM In The Service Industry<br/>2.4. Process Of Developing Customer Relationships<br/>2.5. Major Application Components Of CRM System<br/>2.6. Stages In The Customer Relationship Cycle<br/>2.7. Sources Of Expectations<br/> |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
CRM enables businesses to build lasting relationships with both new and existing customers, while optimizing corporate efficiency. This book explores the key concepts of customer relationship management and provides practical tools and techniques for managing customer relationships. It also discusses the importance of effective service delivery and how it can be used to build strong customer relationships. With real-world cases and examples, this book is an essential resource for anyone interested in the field of services marketing and customer relationship management. |
| 545 0# - BIOGRAPHICAL OR HISTORICAL DATA |
|---|
| Biographical or historical note |
" Dinesh Kumar is an accomplished Professor, author, and trainer with over 25 years of experience in the field of Marketing and Management. He holds a Ph.D. in Marketing, an MBA with a major in Marketing, an MA in English, and a BA Honours in English. Dinesh Kumar has taught at several management institutes in India and has been a visiting Professor at the Institute of Professional Education and Research (IPER), Bhopal, since July 2022. He has also been involved in CAT teaching for 14 years. He has authored five international books on Marketing, including Marketing in the Digital Era, Rural Marketing: Challenges and Opportunities, The Connected Consumer, Consumer Behaviour, and Marketing Channels. Oxford University Press has published Dinesh Kumar's book on Marketing Channels, and his other works have been published by reputed publishers such as Sage New Delhi and Business Expert Press New York. Dinesh Kumar's achievements also include being the Director of Mastermind Consultants, Chandigarh, teaching and training MBA-CAT aspirants. With his deep theoretical and practical knowledge of Marketing and Management, Dinesh Kumar continues to inspire aspiring Marketing professionals." |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Relationship marketing |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer relations. |
| 942 ## - ADDED ENTRY ELEMENTS |
|---|
| Source of classification or shelving scheme |
|
| Item type |
BOOK |