ISBN Number : 978-93-5433-549-5

Student Price : Rs.375

Student Dollar Price : 15$

Book Edition : First

Year of Publication : 2021

No. Of Pages : 302

Book Weight :420

About The Book

The main objective of CRM is to focus on customer preference, creative marketing channels, target market identification and quality service delivery to customers. Electronic Customer Relationship Management (e-CRM) deals with digital communication tools for establishing and improving all functions of CRM efficiently. The term e-CRM is closely related to e-commerce. It emphasises on Customer Relationship Management by using IT (Information Technology). It helps organisations to make a bridge between internal stakeholders and customers for a long term and satisfy the customer needs and wants. CRM software helps to increase the value of the relationship between organisations/institutions and its customers/related stackholders. It also manages smoothly all the marketing activities in the organisation and handles the sales workload effectively and in easier way. CRM software maintains the customer relationship efficiently with the help of customer information along with sales leads and marketing information. It merges total customer data and provides a single customer interface which is easily accessible. The aim of this book is to share scholarly knowledge about CRM which enables the organisations to analyse consumer behaviours and helps to maintain a long-term relationship with customers. CRM and e-CRM help to increase customer retention and profitability of the organisation. They enable new market opportunities through acquiring knowledge about new customers. They always try to make a balance between incurring costs and customer satisfaction which leads to gain maximum profit by the organisation. Also, they help to accelerate the selling process and reduce the expenditure of new customer acquisition.

Our book will help readers to understand the benefits of CRM and e-CRM as mentioned below.
- CRM and e-CRM increase sales revenue and profit margin of the organisation.
- They decrease sales and marketing costs.
- They help to fulfil customer needs and wants.
- They help to develop effective customer service and support.
- They assist to fight against tough global competition.
- They improve customer satisfaction level and increases customer loyalty.
- They help to develop efficient communication channel and network.
- They help to assess new sales opportunities.

Following are the salient features of this book.

1. All chapters have been discussed in a very simple and lucid language so as to make the subject easily understandable to our beloved students. Concepts and Case Studies are related to the latest practices of CRM in different industries.

2. This book emphasises on CRM as well as e-CRM and its immense significance from the organisational perspective with practical examples.

3. This book has tried to cover all the dimensions of CRM and e-CRM which help the readers to understand quality customer service delivery, customised care and empowering customers.

4. This book focuses on different CRM software, acting as a vital solution support system in different scenarios through which customers as well as the organisation can be benefited simultaneously in the tough competitive world.

This book is appropriate for Management students at post graduate level of different universities in India and abroad. This book can be used as a reference book for HR and marketing professionals.


Contents -

1. Introduction
2. Types of CRM
3. Operational Aspect of CRM Systems
4. Data Mining and Data Warehousing
5. CRM Strategy and CRM Organisation
6. Planning and Implementation of CRM Strategy
7. Managing a CRM Project
8. Customer Retention Strategies in CRM
9. Marketing Aspect of CRM
10. Human Resource Management in CRM
11. E-CRM: Introduction of CRM Software
12. Top CRM Software and Functionality
13. The Future of CRM: Opportunities and Challenges
14. Applications of CRM and CRM Software in Different Industries

About The Author

Dr. Arunangshu Giri is presently serving as an Associate Professor in the School of Management and Social Science, Haldia Institute of Technology, West Bengal. He is also a Visiting Professor at Vidyasagar University, one of the eminent Universities of India. He is working as a Study Counsellor of different MBA subjects (Research Methodology, Marketing Research and others) at Indira Gandhi National Open University (IGNOU). He was awarded Ph.D. degree in Management on 4th June, 2015 by IIT-ISM, Dhanbad. He obtained his MBA (Marketing) from ICFAI University in the year 2009 with 1st class. He has post-graduate teaching experience of more than ten years. His areas of specialization are Marketing, Marketing Research, Research Methodology and Analytics. He has authored 67 research papers in peer-reviewed national and international journals including Scopus indexed journals. Also, he has authored 4 books in the field of Management and Social Science. He has also contributed 8 chapters in various edited books. He acted as resource person and chairperson in different national and international workshops and seminars. He also received Best Business Academic of the Year Award - 2016 (Gold Medal) at the 69th All India Commerce Conference, organized by Lucknow University, Lucknow on 13th November, 2016. He has reviewed many reputed books and also edited several book chapters in edited books as editorial board member. He is guiding Ph.D. scholars under MAKAUT (Maulana Abul Kalam Azad University of Technology). He is a Life Member of ICA and NHRDN. He is one of the editors of journal "Intentional Journal of HIT Transaction on ECCN".

Dr. Debasish Biswas is presently serving as an Assistant Professor in the Department of Business Administration, Vidyasagar University, West Bengal. He has been awarded Ph.D. degree in Commerce in 2011, University of North Bengal and M.Phil. in Commerce from Periyar University in the year 2008. Dr. Biswas obtained his M.Com. in 2000 and MBA (HR) in 2002 from Burdwan University. He obtained Diploma in Labour Laws, Post Graduate Diploma in Hospital Management, Marketing Management, Entrepreneurship, and Financial Management from Annamalai University. He qualified UGC-NET on Human Resource Management in the year 2008. He holds more than seven years of Post-Graduate teaching experience. He has contributed 65 research papers in National and International conferences, 30 research papers in National and International journals of repute. He is a life member of ICA, IBSA, and IAA. He has authored eight books titled: 1. Management Information System, 2. Fundamentals of Financial Management, 3. Industrial Relations & Labour Welfare, 4. The Romance of Human Resource Management, 5. Relationship between Productivity and Industrial Relations, 6. Compensation Management, 7. Human Resource Management for UGC NET, and 8. Dynamic Evolution of Management Paradigm (Edited Bok). He received Best Business Academic of the Year Award – 2016 (Gold Medal) at the 69th All India Commerce Conference. He has received Bharat Vikas Award in 2018 by Institute of Self Reliance, Odisha. He has successfully guided 9 Ph.D. scholars. He is an editorial board member of AR Research Publication (UGC Listed Journal).

Satakshi Chatterjee is working as in Assistant Professor in Haldia Institute of Management, West Bengal, India. She has over 4 years of experience in research and teaching. She has done her MBA from University of Mysore, India. She was the University Topper of her post-graduation degree in the year 2016. She has authored 25 research papers in various international journals as well as national journals of repute including Scopus indexed journals. She has also authored 3 books on different subjects of Management. She has contributed 4 chapters in various edited books. She has co-organised multiple academic events on behalf of Haldia Institute of Management, West Bengal, India. She is the recipient of the "Best Young Researcher Award" at the 7th Global Research Dimensions conducted by the University of Mysore, Karnataka and State Planning Board, Karnataka. She is also the recipient of the "Best Paper Award" in the 3rd Conference on "Understanding the Changing Needs in Human Behaviour Leading to Modification of Education for a Better Society", jointly organised by Haldia Institute of Management, West Bengal, India and Lincoln University College, Malaysia. She is also one of the heads of Aryabhatta Astronomy Club which was established under Haldia Institute of Management (an institution under ICARE).

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