h-CRM: The Key to Lifelong Business Relationships
h-CRM: The Key to Lifelong Business Relationships
Human Response Management and Customer Relationship Management
₹175.50 ₹195.00 Save: ₹19.50 (10%)
Go to cartISBN: 9788176499460
Bind: Paperback
Year: 2004
Pages: 244
Size: 5.5 x 8.5 Inch
Publisher: Viva Books Originals
Sales Territory: Worldwide
Reviews:
"I find "h-CRM" to be an effective package, which can help organisations and practicing managers to proactively think and implement some well-illustrated ideas in this book."
—Rakesh Sarin, Vice-President, Wartsila India Ltd
"...The book is of a very high standard. It provides some very good thoughts that can be helpful to companies ... like the spiritual element in the concept of ?h-CRM?."
—Nandina Ramachandran, Vice-President, Kodak India Ltd.
Description:
Customers are the ends of any business. And employees are the means. The concept of h-CRM is based on this fact. This book shows you step-by-step how to create lifelong happiness and prosperity.
Target Audience:
Organisations who wish to excel in customer service- both internal as well as external customers.
Contents:
• The Smart Company
• Understanding Business
• What is h-CRM?
• Why Leadership?
• Identify your Core Values
• Important Concepts
• From Product to Experience
• Customer Service • Understanding Customer Perceptions • Creating Customer Delight • Employee Perceptions and Delight • Satisfaction Consistency Model • What is Loyalty? • Creating Customer Loyalty • Creating Employee Loyalty
• Role of Technology • Branding
• Managing Change
• Financing
• Final Words
About the Author:
Kallol Das started his career with multinationals like Caltex and Gulf Oil, where he looked after the sales and customer service functions. Currently as a faculty member at the Department of Business & Industrial Management (DBIM), South Gujarat University, Surat, he is engaged in teaching and consulting work.
