Although this book bears the signature of its two authors, there are others who contributed.
Most of all, our special thanks go to Ms. Cornelia Funke-Pöttrich who had a considerable …

As companies begin to develop competence in managing internal knowledge and applying
it towards achieving organizational goals, they are setting their sights on new sources of …

This thoroughly revised and enlarged edition brings to light the latest developments taking
place in the area of Customer Relationship Management (CRM), and focuses on current …

The concepts of customer relationship management (CRM) and knowledge management
(KM) both focus on allocating resources to supportive business activities in order to gain …

In this era of customer sovereignty, the key to success is to be customer-centric to the core
and divert optimum resources towards identifying the right customers and catering to their …

Purpose: Service initiates aimed at customer relationship management often look at four
areas–satisfaction, retention, loyalty and lifetime profitability. There is little research that …

This book provides a perceptive on CRM that we believe has been lacking for some time ie
how to use CRM and its implementation on ITES/BPO. This book gives an overview CRM its …

Customer knowledge is becoming the new competitive asset in e-business that enables
companies to serve each customer in his or her preferred way, and to nurture profitable and …

Booz Allen Hamilton has been at the forefront of management consulting for businesses and
governments for more than 90 years. Providing consulting services in strategy, operations …

The concepts of customer relationship management (CRM) and knowledge management
(KM) have been recently gaining wide attention in business and academia. Both …