ISSN NO: 0974-4274(PRINT), ISSN NO: 2582-1148(ONLINE)

  • Enlisted in UGC CARE Group - 1

  • Listed in Ulrich's Periodicals Directory

  • Indexed in J-Gate

  • Licensor for EBSCO

  • Listed in Proquest

  • Included in Google Scholar

  • Accessed in DOAJ

Customer Relationship Management as A Strategic Marketing Issue in Small Businesses

Year 2012
Volume/Issue/Review Month Vol. - V | Spl. Issue I | Jan
Title Customer Relationship Management as A Strategic Marketing Issue in Small Businesses
Authors Dr.Bhavani.M.R
Broad area Customer Relationship Management as A Strategic Marketing Issue in Small Businesses
Abstract
The expression Customer Relationship Management (CRM) became a
standard terminology, replacing what was widely perceived to be a misleadingly
narrow term, relationship marketing (RM). CRM acknowledged that talents
other than those of the marketer were necessary to create and deliver value to
customers. CRM’s objective was the development and maintenance of mutually
beneficial long-term relationships with strategically significant customers.
Today’s businesses compete with multi-product offerings created and delivered
by networks, alliances and partnerships of many kinds. Both retaining
customers and building relationships with other value-adding allies become
critical to corporate performance.
Description The expression Customer Relationship Management (CRM) became a standard terminology, replacing what was widely perceived to be a misleadingly narrow term, relationship marketing (RM). CRM acknowledged that talents other than those of the marketer were nec
File
Referenceses
  • The CRM Handbook:A Business Guide To Customer
  • Relationship Management – Mr.Jill Dyche - Addison
  • Wesley Information Technology Series, 2001
  • Co-Opting Customer Competence – Harward Business
  • Review By C.K.Prahlad And Venkatram
  • Ramaswamy
  • Return On Customer: Creating Maximum Value From
  • Your Scarcest Resource – Mr.Don Peppers And
  • Martha Rogers
  • Why CRM Doesn’t Work: How To Win By Letting
  • Customers Manage – By Frederick Newell And
  • Katherine Newell Lemon, Jul 6, 2001
  • A Practical Guide To CRM: Building More Profitable
  • Customer Relationships –Janice Reynolds – CMP
  • Books, New York, 2002
  • Essentials Of CRM: A Guide To Customer Relationship
  • Management (Essential Series) –Bryan Bergeron
  • –John Wiley & Sons, Inc. 2002
  • CRM Best Practices: Glen.S.Petersen – Gsp &
  • Associates Inc, Usa.
  • The Basics Of Benchmarking: Robert Damelio
  • Benchmarking: The Search For Industry Best Practices
  • That Lead To Superior Performance –
  • Robert.C.Camp Asqc Quality Press, 1989.
  • DTI, “Best Practice Benchmarking - An Executive Guide”,
  • 1992.
  • Building Brands In The Indian Market – Tapan.K.Panda,
  • Excel Books, 2004
  • Successful Direct Marketing Methods – Bob Stone,
  • (Lincolnwood, Il: Ntc Business Books), 1994
  • Evert Gummesson, “Making Relationship Marketing
  • Operational”, Ijsim, Vol. 5, No.5, 1994
  • Cover Story, Network Magazine India, Soutiman Das
  • Gupta, Indian Express Newspapers (Mumbai)
  • Limited (Mumbai, India). 2001
  • Harward Business Review On Customer Relationship
  • Management, By C. K. Prahalad (Author), Patrica
  • B. Ramaswamy (Author), Jon R. Katzenbach
  • (Author), Chris Lederer (Author), Sam Hill (Author),
  • Harvard Business School Press
  • Return On Customer : Creating Maximum Value From
  • Your Scarcest Resourcey, Don Peppers
  • The CRM Handbook: A Business Guide To Customer
  • Relationship Management, Jill Dyché , Addison-
  • Wesley Information Technology Series
  • Customer Relationship Management: Integrating
  • Marketing Strategy And Information Technology Wg
  • Zikmund, R Mcleod, Fw Gilbert - 2002 – Wiley
  • Loyalty.Com: Customer Relationship Management In The
  • New Era Of Internet Marketing By Frederick Newell,
  • Kindle Edition, (Paperback - Jan 25, 2002),
  • The Benchmarking Handbook: Step-By-Step Instructions,
  • Chapman & Hall, 1995, London, England.
  • The CRM Handbook – A Business Guide To Customer
  • Relationship Management, Jill Dyche, Pearson
  • Education – 2006
  • Promotion And Intergrated Marketing Communications,
  • Richard J Semenik, Thomson Learning - 2002
  • Basic Marketing – A Global – Managerial Approach,
  • William D Perreault, E Jerome Mccarthy – Mc Graw
  • Hill Companies – 15th Edition – 2006
  • Marketing Management – A South Asian Perspective,
  • 12th Edition – Philip Kotler - Pearson Education –
  • 2007
  • Gurus On Marketing, Sultan Kermally – Viva Books
  • Private Limited - 2004
  • Customer Relationship Management – A Key To
  • Corporate Success – V Venkataramana And G
  • Somayajalu – Excel Books – 2003
  • Hand Book Of Relationship Marketing – Jagadish N Sheth
  • And Atul Parvatiyar – Sage Publications – 2000
  • CRM At The Speed Of Light – Paul Greenberg –
  • 3rd Edition – Tata Mc Graw Hill – 2004
  • Customer Relationship Management – Fast Track
  • Solutions – Ralf Blomquist And Inc, The Chartered
  • Institute Of Bankers – 2006
  • The Customer Centred Enterprise – Harvey Thomson –
  • Tata Mc Graw Hill Edition – 2003
  • CRM - The New Face Of Marketing, Management Series,
  • ICFAI University – 2004
  • Winning The Toughest Customer – Delia Passi – Kaplan
  • Publishing – 2006
  • Who Stole My Customer – Harvey Thomson – Pearson
  • Education – 2005
  • 142 Srusti Management Review, Vol -V, Issue - I, January-2012
  • Consumer Behaviour And Marketing Strategy – J. Paul
  • Peter And Jerry C Olson – Tata Mc Graw Hill –
  • 2006
  • Building Customer Loyalty – Perspective And
  • Applications – Shayam Sundar Kambhammettu –
  • Le Mag Books - 2005
  • Ssi Reports, Government Of Karnataka And Government
  • Of India, 2000-2007
  • The Art Of Marketing – Customer Relationship Marketing
  • – Volume 8, Merlin Stone, Neil Woodcock, Liz
  • Machtynger, Kogan Page, 2001.
  • The Handbook Of Key Customer Relationship
  • Management – Ken Burnett, Pearson Education,
  • 2000