Customer relationship management malayalam

‘Relationship Marketing and CRM have until now been treated as two separate processes, even though all the evidence points to the fact that most CRM systems fail because of a lack of understanding of customer needs.
Adrian Payne and Pennie Frow have brought the two domains together under a title which makes sense Strategic Customer Management .

Customer relationship management:

1. concepts and tools is the first edition of a book that is now in its third edition

Rather than upload the full first edition, which is now out-dated, I have uploaded the first chapter of the 3rd edition.
Welcome to the third edition of Customer Relationship Management:Concepts and Technologies.

‘Adrian Payne and Pennie Frow have written the best guide to understanding customer relationship management strategy.
They have provided an excellent framework and illustrate it with a rich set of cases that both students and managers would pro t from reading.

A total number of 420 questionnaires were distributed to four selected retail companies in Shah Alam and 304 (72%) questionnaires were returned and used for the analysis.
Based on the findings, it was found that Operational Excellence is the most effective CRM Strategies that led to customer loyalty in retail industry in Shah Alam, Malaysia.