THE EFFECTIVENESS OF ONLINE CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES - Munusamy, Jayaraman;Silvarajoo, Puvaneswary;Chelliah, Shankar
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This book will provide an understanding of Customer Relationship Management (CRM), how it can improve the satisfaction among customers through online mechanism. Availability of internet have helped the companies to think like customers, firms can deliver customized information directed to the customers and applications at a relatively low cost, they can provide facilities to the customers to carry out broad set of activities e.g. paying bills online, ask for questions and even complain at any time. CRM is a useful tool in terms of identifying the right customer groups and for helping to decide…mehr

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Produktbeschreibung
This book will provide an understanding of Customer Relationship Management (CRM), how it can improve the satisfaction among customers through online mechanism. Availability of internet have helped the companies to think like customers, firms can deliver customized information directed to the customers and applications at a relatively low cost, they can provide facilities to the customers to carry out broad set of activities e.g. paying bills online, ask for questions and even complain at any time. CRM is a useful tool in terms of identifying the right customer groups and for helping to decide which customers to jettison and CRM is needed to retain these loyal groups of customer before they shift to competitors.
Autorenporträt
El Dr. Jayaraman Munusamy es profesor asociado de la Universidad de Limkokwing en Malasia. Anteriormente, fue profesor adjunto en la Universidad Tun Abdul Razak hasta 2008, profesor en la década de 1970, director de marketing en la década de 1980, director de marketing industrial en Ikeda en la década de 1990 y director de Six Sigma en Johnson Controls en la década de 2000.