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Title: A Study of CRM Practices and Customer Satisfaction in services sector in India
Researcher: Sannidhanam, Lalitha
Guide(s): Prasad , V M
Keywords: Customer
Upload Date: 5-Jun-2014
University: Jawaharlal Nehru Technological University, Hyderabad
Completed Date: 2013
Abstract: Customer relationship and Customer Relationship Management are in forefront newlineof recent business arena gaining prominence in management profession. Since long businessmen and academicians relied on relationships for their success. newlineHowever modern markets started taking a fashion recently. Along with developments in business to business and services marketing, the emphasis on the need to develop long term relationships with customers to retain, resell and attract new customers from them through these relationships are given newlineimportance. With this approach many organizations started paying attention newlineand spent lot of money on CRM and customer relationship programs. However the results were not as expected. Rather many of them failed. Many studies were conducted on this and various reasons were found and solutions suggested. This created a need to look back on expected advantages from CRM and newlinecustomer relationships by organizations. In this context, the real advantages of newlinecustomer relationships and their management i.e., CRM practices and their expected advantages like customer satisfaction, customer loyalty, repurchases and positive references are required to be studied further. Studies are needed to be made not only from organizations (strategic and functional) point of view but also from customer s point of view, as they are the ones who make the organization s expectations fulfilled. The present research study makes an attempt to explore these areas. newline
Pagination: 94 p.
Appears in Departments:School of Management Studies

Files in This Item:
File Description SizeFormat 
01_title.pdfAttached File66.09 kBAdobe PDFView/Open
02_certificate.pdf47.8 kBAdobe PDFView/Open
03_declaration.pdf45.91 kBAdobe PDFView/Open
04_acknowledgement.pdf49.9 kBAdobe PDFView/Open
05-abstract.pdf49.75 kBAdobe PDFView/Open
06_contents.pdf50.52 kBAdobe PDFView/Open
07_list of tables, figues & abbreviations.pdf58.91 kBAdobe PDFView/Open
08_chapter 1.pdf90.06 kBAdobe PDFView/Open
09_chapter 2.pdf117.9 kBAdobe PDFView/Open
10_chapter 3.pdf113.58 kBAdobe PDFView/Open
11_chapter 4.pdf135.45 kBAdobe PDFView/Open
12_chapter 5.pdf124.37 kBAdobe PDFView/Open
13_references.pdf87.85 kBAdobe PDFView/Open
14_appendix.pdf85.11 kBAdobe PDFView/Open

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