000			03474nam a22003017a 4500
999			_c90874 _d90874
003			CITU
005			20250627113117.0
008			250620b ||||| |||| 00| 0 eng d
010			_a1417146088
020			_a9781774697320
041			_aeng.
082	0	0	_223 _a658.8/12
100	1		_aKumar, Dinesh _eauthor
245	1	0	_aServices marketing and customer relationship management / _cDinesh Kumar
264		1	_aBurlington, ON ; _bToronto Academic Press, _c2024
264		4	_c©2024
300			_a xv, 233 pages : _bchiefly color illustrations ; _c26 cm
336			_2rdacontent _atext _btxt
337			_2rdamedia _aunmediated _bn
338			_2rdacarrier _avolume _bnc
504			_aIncludes bibliographical references and index.
505	0		_aCover Title Page Copyright About The Author Contents List of Figures List of Table List of Abbreviations Preface Chapter 1: Introduction To Services Marketing Unit Introduction 1.1. Services Sector In The Global Economy 1.2. The Nature Of Services 1.3. Consumer Behavior In Services 1.4. The Services Marketing Mix 1.5. Services Marketing Strategy 1.6. The Service Product Summary Review Questions Multiple Choice Questions References Chapter 2: Customer Relationship Management (CRM) In Services Unit Introduction 2.1. Customer Experience Focus 2.2. Microsoft Dynamics CRM 2.3. Importance Of CRM In The Service Industry 2.4. Process Of Developing Customer Relationships 2.5. Major Application Components Of CRM System 2.6. Stages In The Customer Relationship Cycle 2.7. Sources Of Expectations
520			_aCRM 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		_a" 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	_aRelationship marketing
650		0	_aCustomer relations.
942			_2ddc _cBK