It is a matter of great pleasure to present a book on Customer Relationship Management to the students and teachers fraternity of S.Y. BBI for University of Mumbai.
The special features of this book are simple and lucid language, in-depth analysis and more explanation to topics with suitable diagrams. All chapters are properly revised and edited as per the syllabus of University of Mumbai.
Contents –
1. Introduction to Customer Relationship Management (CRM)
2. Technological Support in Customer Relationship Management (CRM)
3. e-CRM
4. Implementing Customer Relationship Management (CRM)
5. Customer Relationship Management (CRM) in Banking and Insurance Sector
Case Studies
