Customer Relationship Management

Customer relationship management or CRM has escalated into a subjectof major importance. CRM builds especially on the principles of relationship marketing the origins of which involving building relationships ofmutual value between suppliers and customers have existed since the start of commerce. Howeverwhat has changed over the past decade is a series of significant trends that collectively shape theopportunity better to serve customers through information-enabled relationship marketing or CRM. The Customer relationship management architecture can be broken down into three categoriesand these are operational collaborative and analytical. Each plays an important role in Customerrelationship management and a company that wants to succeed must understand the importanceof using these three componentssuccessfully. In this book an unstinted effort has been taken to give a focus on the subject in 10 chapterscovering the syllabi prescribed for this subject in the M.Com M.B.A for many universities acrossthe globe.