Customer Relationship Management in Service Sector

Services sector has become important for many economies in the world and very important particularly for India. And the growth of the Indian economy lies in further accelerating the growth of the services sector. Nowadays without CRM there is no marketing department in a company, it has got first preference among the marketing strategies. The present study totally revolves around concept of customer relationship management and how the Insurance industry is moving towards the implementations of CRM strategy in providing uniqueness to the organization to help it build up differentiation from its competitors. Finally the book suggests a model for the development of Customer Relationship Management in different phases/ segments for better services which in turn lead to Customer satisfaction that result to retention of the customer.

Autorentext

Dr. Pujari is a successful academician with a vast experience in teaching, industry and administration. His areas of research interest are CRM, Marketing and retailing. He is currently working as the program director of Business Administration in the Middle East.