In today's fast-paced and highly competitive business environment, building and managing strong customer relationships is more important than ever. The ability to understand and meet the needs of customers, and to build long-term relationships with them, is a key driver of business success.
In this book, we explore the various aspects of customer relationship management (CRM) and how it can be used to build and maintain strong customer relationships. We delve into the strategies, techniques, and technologies that are essential for mastering CRM.
This book is designed for MBA students and business professionals who are looking to improve their understanding of CRM and its applications. It provides a comprehensive overview of the field, covering everything from the basics of customer needs and behaviors to advanced topics such as marketing and sales automation, social CRM, and CRM metrics and ROI.
We also explore the unique challenges that small businesses and startups, public sector and non-profit organizations face when implementing CRM and show how CRM can be tailored to their specific needs.
We hope that this book will serve as a valuable resource for those who are looking to improve their customer relationships and drive business success. Whether you are a student, a business professional, or an entrepreneur, the insights and strategies presented in this book will help you to master CRM and build strong, long-lasting customer relationships.