Page 353 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Customer Relationship Management

Notes 8. What is meant by emerging trends in CRM and what are they?
9. What is meant by LTV and how does it helps in improving companion’s CRM function?
10. How far is CRM successful in giving businesses future and customer loyalty?

Answers: Self Assessment

1. (b) 2. (c)
3. Brand building 4. CVA

5. Balanced scorecard 6. Lifetime Value
7. True 8. True
9. False 10. True
11. True 12. False

13. True 14. True
15. True

13.5 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.
G Shainesh, Jagdish N Sheth, Customer Relationship Management: A Strategic
Perspective.
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://barnraisersllc.com/tag/social-crm/
http://scn.sap.com/docs/DOC-5036
http://www.contactyourclient.com/index.php?
http://www.crmgroup.be/

http://www.destinationcrm.com/Articles/Columns-Departments/Reality-
Check/Demystifying-CRM-Adoption-Rates-42496.aspx
http://www.salesforce.com/crm/

http://www.webopedia.com/TERM/C/CRM.html

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