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Customer relationship management 4th edition

Customer relationship management 4th edition

₹2000

This definitive textbook explains what CRM is, the benefits it delivers, the contexts in which it is used, how it can be implemented and how CRM technologies can be deployed to support customer management strategies and objectives. It also looks comprehensively at how CRM can be used throughout the customer life-cycle stages of customer acquisition, retention and development and how the management disciplines- marketing, sales, IT, change management, human resource, customer service, accounting, and strategic management are implicated in this. This completely revised edition also includes:· A Tutor Resource pack available to instructors who adopt this text· Case examples illustrating CRM in practice· Screenshots of CRM software applications and reviews of technology applications deployed in marketing, sales and customer service Student readers will enjoy the logical structure, easy accessibility and case illustrations. Managers will appreciate the book's freedom from CRM vendor and consultant bias and the independent guidance it provides to those involved in CRM programs and system implementations. This second edition has been completely revised and updated with eight new chapters.· A Tutor Resource pack available to instructors who adopt this text· Case examples illustrating CRM in practice· Screenshots of CRM software applications and reviews of technology applications deployed in marketing, sales and customer service

4 days ago
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Total quality management

Total quality management

₹300

This book presents a comprehensive view of concepts, principles and practices of Total Quality Management (TQM) from basics through advanced tools and techniques for practical implementation.It is well known that 'Total Organization Involvement' in understanding and implementing TQM, along with the integrated business strategy, provided Japanese organizations with a strong platform for a meteoric rise to world-class performance and global leadership in every sphere of their operation. The success of TQM therefore depends a lot on the strong foundation and infrastructure of an organization. This is the crux of the author's theory of 'Holistic Management System for World-class Performance and Leadership' expounded in this book. It is a TQM-based model that helps create a world-class management system for performance excellence and global leadership. The concluding part of the book cites several examples of practical implementation of TQM principles and practices in various manufacturing and service sectors of the Indian industry, providing elaboration and analysis of each case study. The book is aimed at undergraduate and postgraduate students of management as well as students of most engineering disciplines. It can also be used by the industries as a valuable guide to continuous improvement and implementation of a world-class management system in line with the TQM principles and practices. In a nutshell, the book provides wide coverage of areas related to TQM and integrates all its processes, tools and techniques under one management system to help businesses grow and excel. This is indeed the unique feature of the book Table of Contents Preface. 1. Introduction to Total Quality Management, Management of Process/Operation and Customer Satisfaction. 2. Total Quality Management System?Its Various Concepts and Tools. 3. Total Quality Management Practices. 4. Holistic Management System for World-class Performance and Leadership. 5.

4 days ago
Strategic Brand Management 5th edition

Strategic Brand Management 5th edition

₹250

The fourth edition of Strategic Brand Management offers a comprehensive view of the changing technological, cultural, global and economic environment that brands face. The book is well-grounded in practice and can be easily related to past and current marketing activities, events and case studies. Science of Branding boxes have been included to provide in-depth treatment of cutting-edge ideas and concepts. Each chapter contains a Brand Focus appendix that delves into detail on specific and related branding topics, such as brand audits, legal issues, brand crises and private labels. Numerous in-text examples, highlighting brands such as Dettol, Colgate and Jet Airways, have been introduced to illuminate the discussion of virtually every topic and a series of Branding Brief boxes provide more in-depth examinations of ed topics or brands. The text includes engaging visuals that highlight many of the important and interesting concepts and examples from the chapters. Print ads from various Indian companies, such as TCS, ITC, Taj Hotels and Marico, have been incorporated to illustrate case studies and examples. Some of the specific new topics reviewed in depth in this edition include:* Marketing in a recession*Brand communities*Luxury branding*Brand characters*Brand personas*Brand makeovers*Shopper marketing*Person branding*Social currency*Brand potential*Brand extension scorecard*Culture and branding*Brand flashbacks*Future brand priorities

4 days ago
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