Customer Relationship Management Practices in Consumer Durable Goods: CRM in Consumer Durable White goods customers - Softcover

Ramasamy, A. R. Krishnan

Softcover

ISBN 10: 3846549177 ISBN 13: 9783846549179

Publisher: LAP LAMBERT Academic Publishing, 2011

Synopsis

Customer Relationship Management(CRM)describes the technology and methods used by organizations to document, analyze and build strategies aimed at improving the relationship between the firm and its customer.CRM is an essential part of modern business management that focuses on customer retention through increased customer satisfaction and enhanced loyalty. It is a Customer satisfaction, Loyalty, retention (SLR) conceptual model of how customer value affects customer satisfaction, which in turn affects loyalty, customer loyalty affects customer retention. Loyalty of the customer increases with customer satisfaction at an increasing rate (Ramakrishnan 2002).It is to measure customer satisfaction, loyalty and retention essentially capturing the voices of the customer. The primary reasons for assessing customer satisfaction are to maximize customer retention, and to gain/build customer loyalty.

About this title

About the Author

Dr.A.R.Krishnan M.Sc,M.B.A,M.Phil,Ph.D.,has obtained his PhD degree in management in 2011 in SRM University,Chennai,India.He has been teaching various subjects in management discipline more than a decade and guiding MBA and M.Phil. He is the author of several reputed national and international articles and also member of advisory editorial board.

Edition details

• Publisher: LAP LAMBERT Academic Publishing
• Publication date: 2011
• Language: English
• ISBN 10: 3846549177
• ISBN 13: 9783846549179
• Binding: Paperback
• Number of pages: 272