Page 113 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Customer Relationship Management

Notes Answers: Self Assessment

1. Customers retention 2. P>E
3. Sales Force Automation 4. Global Account Management Program
5. Trust 6. Customer loyalty

7. Simplest 8. Customers Acquisition Cost
9. Customers acquisition management 10. Direct mail
11. laissez-faire 12. introvert
13. Intro-proactive 14. Committed
15. extrovert

4.7 Further Readings

Books Alex Berson, Stephen Smith, Kurt Thearling, Building Data Mining Applications,
2004
CGI Group Inc. White Paper, Building Competitive Advantages through Customer
Relationship Management, January 2001
Customer Relationship Management: A Strategic Perspective, G Shainesh, Jagdish N
Sheth
Mohammed H. Peeru and a Sagadevan, Customer Relationship Management, Vikas
Publishing House, 2004, Delhi

Paul Greenberge, CRM-Essential Customer Strategies for the 21st Century, Tata
McGraw Hill, 2005
William, G. Zikmund, Raymund McLeod Jr., Faye W. Gilbert, Customer Relationships
Management, Wiley, 2003

Online links http://www.beyondphilosophy.com/customer-experience/customer-retention

http://www.customerloyalty.org/
http://www.journalofaccountancy.com/Issues/2008/Dec/ManagingCustomer
Profitability.htm

http://www.managementstudyguide.com/customer-retention.htm

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