The Icfai Dictionary of Customer Relationship Management Terms

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The Icfai Dictionary of Customer Relationship Management (CRM) Terms is addressed to students, teachers, practitioners and general readers who want to follow CRM discussions in the class and elsewhere, or whose daily work demands some familiarity with terminology of Customer Relationship Management, CRM in marketing, CRM and customer services, sales force automation, CRM in e-Business, analytical CRM, planning CRM Program, choosing CRM Tools, managing CRM Project, evaluating CRM and advances in CRM etc. The dictionary also addresses terms from the conceptual level to the advanced level in a precise manner. It aims to provide a comprehensive companion to support other reading in a discipline, which employs remarkably similar terminology. This dictionary is a guide to the main ideas and teaching connected to the basics of and advances in CRM. The book is designed in such a way that it covers the salient facts and features of various points of CRM and also explores CRM development from technology and business perspectives. Over 2000 entries define and explain clearly the salient facts within the context of Customer Relationship Management. Its store of up-to-date information will, it is hoped, appeal to active managers, teachers and students of marketing, information technology and operations.

ABOUT THE AUTHOR Pradeep Kumar

Dr. Pradeep Kumar is Associate Dean and PhD Programme Coordinator at Icfai Business School, Gurgaon. He has obtained his Post Graduate Diploma in Industrial Engineering from NITIE, Mumbai and PhD from Faculty of Management Studies, University of Delhi, Delhi. He has more than 23 years of professional (Industrial and Academic) experience to his credit. Dr. Kumar has published and presented more than 50 research papers and articles in national and international journals and conferences. He has also authored/co-authored a number of books. Dr. Kumar has supervised more than 150 students for their MBA projects. He has also supervised many PhD students. He is a member of Editorial Advisory Board of the Journal of International Technology and Information Management, AdHoc reviewer of Editorial Review Board of IRMJ and IJECE, USA and paper reviewer in so many international and national conferences. He is also IRMA (USA)'s World representative for India (North). Dr. Kumar is/was a member of various professional bodies like IIIE, AIMA, CSI, IE (Australia), IE (India), Federation of Business Disciplines (USA), IRMA (USA) and AIMS International (USA).