Customer Relationship Management: A Step-By-Step Approach

Customer Relationship Management: A Step-By-Step Approach

Authors : H. Peeru Mohamed & A. Sagadevan

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About the Author

H. Peeru Mohamed :-
He is Assistant Professor and Coordinator of MBA programme in the School of Management at Anna University, Chennai. He obtained his Ph.D. from Bharatiyar University, Coimbatore. He has specialized in the areas of Marketing Management, Consumer Behaviour and Industrial Marketing and possesses over 20 years of experience in teaching, research and consultancy. He has organized many workshops and management development programmes in the area of Marketing.

A. Sagadevan :-
He is the Country Manager for the Singapore and Malaysia operations of SRM Systems and Software Pvt Ltd. He had his BE (Electronics and Communication) and MBA from Madurai Kamaraj University, Madurai. He has nine years of experience in IT-based techno-commercial services. He is also a visiting faculty of Anna University, Chennai, and has given presentations at many seminars on Management and IT topics.

About the Book

This book succinctly explains the cardinal principles of effective customer relationship management (CRM) - acquiring, retaining and expanding customer base. The concepts, process, techniques, significance and architectural aspects of CRM are dealt in comprehensive manner. The book would serve as a useful source of reference for designing, developing and implementing CRM in any organization.
A textbook for the students of MBA, MCom, MIBM, MFT, BBM, BBA and reference for managers and corporate executives.


1. Focus on Customer Relationship, 2. Building Customer Relationship Management, 3. An Insight into CRM and eCRM, 4. CRM Process, 5. CRM Implementation, 6. Integration of CRM with ERP System, 7. Call Centre, 8. Integration of CRM with Data Warehouse • Glossary • Index

Salient Features

• Practice-oriented approach
• Guidelines for total customer care programmes
• Topics on eCRM and basic requirements of CRM
• Details CRM architecture process
• Tips for effective implementation and success of CRM
• Basic and complete input for all business organizations
• Up-to-date; incorporating latest developments in the field
• Frequently asked IT-based questions