Customer Relationship Management

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Customer Relationship Management (CRM) is a business strategy with a series of functions, skills, process and technologies which jointly allows modern companies to manage profitably. The CRM strategy aims at acquiring new customers, retaining the existing customers and partnering the existing customers to create superior with selective customer to create superior value for the organization. It is also a process or methodology used to learn more about customer's needs and behaviors in order to develop stronger relationship with them. There are many technologies components to CRM, but thinking about CRM in primarily technologies terms is a mistake.

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Prof. (Dr.) Mohd. Altaf Khan, senior most Professor in the Department of Commerce & Business Studies, Jamia Millia Islamia – A Central University by an act of Parliament, was born in Bhanjanagar, Orissa in 1959 with a brilliant academic career with four degrees M.Com, M.phil, L.L.B. And Ph.D. He has associated with teaching & research in the field of Management & Commerce since 1982. In his academic career in Orissa as well as in Jamia Millia Islamia, New Delhi, he distinguishing himself as an excellent teacher and a research supervisor and set a new record by successfully guided Twenty Ph.D. Scholars. Prof. Khan has published 25 Research Articles and 16 Books. He excels as a seminarian, attended several national and international seminars right from the year 1982. As a member of scores of All India Professionalism Development Foundation, All India Commerce Association, All Orissa Commerce Association and Academic Organization has made various presentations & chaired technical academic scholar by Orissa Researcher's Association in the year 2006. Table of Contents Preface Introduction Customer relationship management: A vision for higher education Customer relation and customer relationship management Strategic issues in customer relationship management (CRM) implementation Market and IT management orientation on customer relationship management (CRM) Determinants of successful customer relationship management The Value creation process in customer relationship management Cross functional issue in the implementation of relationship Marketing through (CRM) Electronic management of relationship: The trial and tribulation of CRM Customer relationship management and new product performance: A cross functional perspective Metrical approach to customer equity through CRM Customer relationship management best practices and customer loyalty A study of Indian retail banking sector Using IT to improve consumer partner relationship management CRM Marketing Mantra: Indian perspective CRM Architecture for enterprise relationship marketing in the New Millenium Bibliography Index