Customer Relationship Management First Edition by N. H. Mullick

Customer Relationship Management (CRM) is a comprehensive textbook designed to meet the needs of postgraduate management students specializing in marketing. It explains the concepts and application of CRM through numerous examples, exhibits, and cases.
The book is divided into four parts comprising twelve chapters. Part I on CRM Concepts and Processes introduces the subject and establishes the importance of understanding and collaborating with customers. Part II on Analytical CRM discusses database management, data mining, and analysis. Part III on CRM Operations discusses the methods to design loyalty programs and role of marketing channels in CRM. The final part (IV) on CRM : Technology, Implementation and Applications includes discussions, technological developments of CRM, need for its implementation in the services sector and its assessment.
Besides students, the book with its application-oriented approach would also be useful to CRM professionals.

About the Author

N. H. Mullick Is Associate Professor of Marketing at Jamia Hamdard, New Delhi. He has an experience of about 29 years in academia and industry and has previously been associated with IILM Group of Institutions, Asia-Pacific Institute of Management, New Delhi, IIMT, Gurgaon, and also Zenith Computers, Onida, etc.