Kallol Das Livres

Focusing on the pluralism of marketing practices, this study explores the validity of CRM in Indian retail banking. It identifies 29 best practices that can guide organizations in effective CRM deployment. The research evaluates how well these practices are implemented across the sector, highlighting 8 banks with exemplary execution. Additionally, it investigates the correlation between the use of these practices and customer loyalty among high and medium relationship value clients, offering valuable insights for both academics and industry professionals.

Customers are the ends of any business. And employees are the means. The concept of h-CRM is based on this fact. This book shows you step-by-step how to create lifelong happiness and prosperity. I find h-CRM to be an effective package, which can help organisations and practicing managers to proactively think and implement some well-illustrated ideas in this book. Rakesh Sarin, Vice-President, Wartsila India Ltd ...The book is of a very high standard. It provides some very good thoughts that can be helpful to companies ... like the spiritual element in the concept of h-CRM . Nandina Ramachandran, Vice-President, Kodak India Ltd.