CUSTOMER CARE MANAGEMENT

About the Book This book succinctly explains the cardinal principles of effective customer relationship management (CRM) acquiring, retaining and expanding customer base. The concepts, process, techniques, significance and architectural aspects of CRM are dealt in a comprehensive manner. This book would serve as a useful source of reference for designing, developing and implementing CRM in any organization.

Contents
Focus on Customer Relationship Building Customer Relationship Management An Insight into CRM and eCRM CRM Process CRM Implementation Integration of CRM with ERP System Call Center Integration of CRM with Data.