MBMM-401 STRATEGICMANAGEMENT

Course Objective: The course has been designed to incorporate strategic management concept by a sequential description of the strategic management process. It is specifically meant for providing academic training to future managers by giving them a global vision through undertaking general business policy as a management tool.

UNITIIntroductiontoStrategicManagement

Introduction, Fundamentals of Strategy, Scope and Importance of Strategies, Purpose of Business, Introduction, Overview and importance of Business Policies, Strategic Intent through Vision and Mission Statements, Difference between Goals and Objectives of Business.

Meaning, Need, scope, key features, importance and process of strategic management, Role of Strategists in Decision Making, Strategic Management process.

UnitIIEnvironmentalAppraisal

Concept, environment appraisal, importance of environmental appraisal, Strategic analysis and choice, organizational capability profile, strategic advantage profile, corporate portfolio analysis, SWOT analysis, Porter's Five Forces Model of Competition, BCG Matrix, McKinsey's7sframework,GENine Cell Model, Red–Blue-Purple Ocean strategy, distinctive competitiveness, environmental threat and opportunity profile(ETOP).

Unit IIICorporatelevelstrategies

Grand strategies, stability strategies, expansion strategies, retrenchment strategies, combination strategies, restructuring of business. Turnaround–divestment and Liquidation strategies. Strategies for competing in globalizing markets.

UNIT IVStrategicImplementation

Issues in implementation, project implementation, procedural implementation, organization structure, matching structure and strategy, behavioral issues, leadership style, functional issues, functional plans and policies, financial, marketing, operations and personnel plans and policies

UNITVStrategicEvaluationandControl

Strategy Evaluation: Importance, Overview of strategic evaluation, Importance, symptoms of malfunctioning of strategy, operations control and strategic control, technique soft strategic evaluation and control.

Corporate culture, values, power, social responsibilities, ethics, building a capable organization.

Guidelines for Case analysis/presentations:-Students should be given case studies as assignment and asked to present the same in the class for discussions, or seminars may be arranged on current issues related to the subject and marks be given on the basis of students performance.(Cases or Seminar scan be given on individual basis or on group basis.)

REFERENCE BOOKS:

lz Strategicmanagement

lz Strategicmanagement&OperationsResearch

lz Strategicmanagement

lz Corporatestrategy

lz Business policy&strategicManagement

lz Strategicmanagement(Concept/Practice&Cases)

lz BusinessPolicy

-JA pearce,RBRobinson Jr

-SudhirLakhanpal

-Robinson

-AnsoffHI

-Glueck&JaunchLR

-Thomas

-KazmiA

lz StrategicManagementTextandCases -RaoVSP(ExcelBooks)

lz StrategicManagement

lz BusinessPolicy&StrategicManagement

-Kachru(ExcelBooks)

-LomashS.(VikasPub.HouseLtd.)

MBMM -402 MAJOR RESEARCH PROJECT

Objective: The objective of major Research project is to enable and develop the understanding of given problem and enhance the analytical skills, problem solving ability,implimantation capability of students to understand research process and practical knowledge of the business and industry with practical exposure.

Examination

The major research project shall be compulsory for all students. major research project work shall be allotted to the students at the end of 3rd sem. student will be required to submit the final MRP Report in the hard bound in the number specified by the university .major research project (MRP) will carry maximum of 100 marks out of which 50 marks will be for the report and its contents and 50 marks will be for the presentation/Viva –Voce . A of marks panel of external and internal examiner will jointly award both of these components of marks. The university will appoint the external examiner and the Director/Head of the institute will appoint the internal examiner.

MBMM-403 INTERNATIONAL MARKETING

Course Objective: -This paper deals with a broad conceptual focus on the marketing management problems, techniques and strategies necessary to incorporate the marketing concept into the framework of theworldmarketplace.

UNIT-IIntroductionto InternationalMarketing

lz IdentificationofForeignMarkets

lz International Marketing Planning

lz Mode of Entry in International Marketing

lz Marketing mix decision

lz DomestictoInternational Marketing

UNIT-IIInternationalMarketingEnvironment

lz Overview of World economic system; World Trading System

lz International Political Situation

lz TheNewGlobal Environment

lz Regionalization

lz Cross Culture System

lz Country-Specific Advantages; Firm specific advantages

lz Country of Origin

UNIT-IIIGlobalMarketingStrategy

lz Global MarketResearch

lz Global MarketSegmentation

lz Global Targeting

lz International andGlobal Branding. lz Global ProductPositioning System lz Global StrategicPartnership

lz International andGlobal ProductLifeCycle

lz Brief DescriptionOnGlobal Marketing Mixsystem

lz Global ValueSystem

UNIT-IVCoreIssuesIn InternationalMarketing

lz Transfer Pricing

lz State Trading ,Export Documentation and Procedure

lz Development of Multinational Corporation; Development of Global corporation

UNITVGlobalBrandDevelopment Promotion

lz Global Advertising System

lz Global PublicRelations

lz Digital Global Promotion

lz Global Marketing Channels and Physical Distribution

lz StrategyAlternativesinPhysical Distribution

lz Global Marketing Organizations

Guidelines for Case analysis/presentations:-Students should be given case studies as assignment and asked to present the same in the class for discussions, or seminars may be arranged on current issues related to the subject and marks be given on the basis of students performance.(Cases or Seminar scan be given on individual basis or on group basis.)

REFERENCE BOOKS:

lz Global Marketing andManagement

lz ExportMarketing

WarrenJ Keegan BSRathore

lz International Marketing Rathore&Rathore

lz International Marketing

lz International BusinessScenario

lz International Marketing

lz International Business

lz International Marketing

PSarvanvel MS Thakur

RajaGopal(VikasPublishing) ShyamShukla(Excell) VasudavaP.K. (Excell)

MBMM404-RURAL AND INDUSTRIAL MARKETING

Course Objective:-The purpose of this course is to develop an understanding among the students about various concepts of Industrial Marketing which are helpful in developing sound marketing policies for Industrial goods.

UNIT-IIntroductiontoIndustrial Marketing

lz Industrial Marketing-Definition, nature &scope – comparison between Industrial & Consumer marketing– Characteristics of Industrial Marketing– Marketing mix for industrial products. Buying motives of Institutional customers.

UNIT-II Organizational Buying

lz Organisational Buying process, concept of BUYGRID MODEL, phases in purchasing decision process& their marketing implications, Buying centers, value analysis & vendor analysis.

UNIT-IIIIndustrialMarketingSegmentation

lz Industrial market segmentation, bases for segmenting industrial market-macro and micro variables.

Targeting and positioning the industrial product. Industrial product lifecycle, product mix.

lz Service component—The provision of parts, technical assistance, Terms of sales.

UNIT-IVIntroductiontoRuralMarketing

lz Rural Marketing– Definition, Objectives, functions and importance of Rural Market. Determinants of change in Indian Rural Marketing. Classification of in flow marketing and out Flow marketing in rural Sector. Difference between Urban & Rural Marketing System. Influence of government sponsored rural development programs on rural markets (case studies).

UNIT-VRuralMarketingStrategy

lz Rural Marketing Communication, Concept of Rural Marketing Strategy, Rural Marketing Product strategy, Rural branding strategy, Pricing system in rural marketing, Promotional component of Rural Market. Rural distribution system. Measurement of Advertising effectiveness in rural marketing. Special publicity reference to the Rural Marketing System, Digital campaign for rural marketing (case studies).

Guidelines for Case analysis/presentations:-Students should be given case studies as assignment and asked to present the same in the class for discussions, or seminars may be arranged on current issues related to the subject and marks be given on the basis of students performance.(Cases or Seminars can be given on individual basis or on group basis.)

REFERENCE BOOKS

lz Industrial Marketing

lz Rural Marketing

lz Industrial Marketing

lz MarketingManagement

lz Industrial Marketing

lz Rural Marketing

J SHill

T. GopalSwamy(Vikas) Reeder&Reeder Ramaswamy

Gandhi ShamimAhmed

MBMM 405 - MARKETING OF SERVICE

Course objective:- The objective of the course is to develop an understanding of services and service marketing with emphasis on various aspects of services marketing which make it different from good marketing.

UNITI Introduction to Service Marketing

lz Concept of service and importance. Reasons of growth of service sector. Characteristics of service, classification of services. Role of services sector in India Economy. Career Opportunities.

UNITII Service Marketing Strategies

lz Strategies for service marketing. Molecular model and Client centered marketing. GronrossService Marketing Model. Internal external and interactive marketing. Focus Strategy, Service Strategy- Market Leadership.

UNITIII ST Pin Service Marketing

lz Service Segmentation: Meaning and elements, Service Targeting: meaning and elements, Service Positioning: meaning and elements, Industrial Services, Service distribution. Component of service delivery system, potential management. Problems associated with retailing of services.

UNITIVServiceMarketing Mix

lz Promotion–concept for service, advertising. Sales Promotion & Personal Selling in service industry.

People –Importance of people inservice marketing. Role of various people involved. Physical evidence–concept of physical Evidence, importance type of Physical evidence in various services. Process –concept type of process, Role of process in various services. CRM in Service Marketing

UNITVService Quality

lz Service Quality–concept of service quality. Gronross model of service quality. Conceptual model of service quality. Marketing of service–challenges in India. Productivity in services, increasing productivity. Customer Service handling SERVQUAIL.

Guidelines for Case analysis/presentations:-Students should be given case studies as assignment and asked to present the same in the class for discussions, or seminars may be arranged on current issues related to the subject and marks be given on the basis of students performance.(Cases or Seminars can be given on individual basis or on group basis.)

REFERENCE BOOKS

lz ServicesMarketing

lz ServicesMarketing

-Sinha

-S.M. Jha

lz ServicesMarketing : - M. KRampal,S.LGupta ConceptApplication&cases

lz ServicesMarketing :IntegratingCustomer -Valarie.A. Zeithamal FocusAcrosstheFirm

lz ServicesMarketing lz ServicesMarketing lz ServiceMarketing

-P.NReddy,H.R. Appanniah

-VasantiVenugopal,RaghuV.N

-BhattacharyyaD.K. (ExcelBooks)

lz ServiceMarketing -Ravi Shankar(ExcelBooks)

MBMM 406 SYSTEM ANALYSIS & DESIGN

Course Objective–This Course aim for developing the skills for analysis and design of Computer based Information system

UNITI

lz CRM concepts - Acquiring customers, - Customer loyalty and optimizing customer relationships - CRM defined - success factors, the three levels of Service/ Sales Profiling - Service Level Agreements (SLAs), creating and managing effective SLAs.

UNIT II

lz CRM in Marketing - One-to-one Relationship Marketing - Cross Selling & Up Selling - Customer Retention, Behaviour Prediction - Customer Profitability & Value Modeling, - Channel Optimization - Event-based marketing. - CRM and Customer Service - The Call Centre, Call Scripting - Customer Satisfaction Measurement.

UNIT III

lz Sales Force Automation - Sales Process, Activity, Contact- Lead and Knowledge Management - Field Force Automation. - CRM links in e-Business - E-Commerce and Customer Relationships on the Internet

- Enterprise Resource Planning (ERP), - Supply Chain Management (SCM), - Supplier Relationship Management (SRM), - Partner relationship Management (PRM).

UNIT IV

lz Analytical CRM - Managing and sharing customer data - Customer information databases - Ethics and legalities of data use - Data Warehousing and Data Mining concepts - Data analysis - Market Basket Analysis (MBA), Click stream Analysis, Personalization and Collaborative Filtering.

UNIT V

lz CRM Implementation - Defining success factors - Preparing a business plan requirements, justification and processes. - Choosing CRM tools - Defining functionalities - Homegrown versus out- sourced approaches - Managing customer relationships - conflict, complacency, Resetting the CRM strategy. Selling CRM .internally - CRM development Team - Scoping and prioritizing - Development and delivery - Measurement.

Guidelines for Case analysis/presentations:-Students should be given case studies as assignment and asked to present the same in the class for discussions, or seminars may be arranged on current issues related to the subject and marks be given on the basis of students performance.(Cases or Seminars can be given on individual basis or on group basis.)

REFERENCES

Alok Kumar Rai, CUSTOMER RELATIONSHIP MANAGEMENT CONCEPT & CASES, Prentice Hall of India Private Limted, New Delhi. 2011

S. Shanmugasundaram, CUSTOMER RELA TIONSHIP MANAGEMENT, Prentice Hall of India Private Limted, New Delhi, 2008

Kaushik Mukherjee, CUSTOMER RELATIONSHIP MANAGEMENT, Prentice Hall of India Private Limted, New Delhi, 2008

Jagdish Seth, et al, CUSTOMER RELA TIONSHIP MANAGEMENT V. Kumar & Werner J., CUSTOMER RELA TIONSHIP MANAGEMENT, Willey India, 2008

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MBMM-401 STRATEGICMANAGEMENT

Course Objective: The course has been designed to incorporate strategic management concept by a sequential description of the strategic management process. It is specifically meant for providing academic training to future managers by giving them a global vision through undertaking general business policy as a management tool.

UNITIIntroductiontoStrategicManagement

Introduction, Fundamentals of Strategy, Scope and Importance of Strategies, Purpose of Business, Introduction, Overview and importance of Business Policies, Strategic Intent through Vision and Mission Statements, Difference between Goals and Objectives of Business.

Meaning, Need, scope, key features, importance and process of strategic management, Role of Strategists in Decision Making, Strategic Management process.

UnitIIEnvironmentalAppraisal

Concept, environment appraisal, importance of environmental appraisal, Strategic analysis and choice, organizational capability profile, strategic advantage profile, corporate portfolio analysis, SWOT analysis, Porter's Five Forces Model of Competition, BCG Matrix, McKinsey's7sframework,GENine Cell Model, Red–Blue-Purple Ocean strategy, distinctive competitiveness, environmental threat and opportunity profile(ETOP).

Unit IIICorporatelevelstrategies

Grand strategies, stability strategies, expansion strategies, retrenchment strategies, combination strategies, restructuring of business. Turnaround–divestment and Liquidation strategies. Strategies for competing in globalizing markets.

UNIT IVStrategicImplementation

Issues in implementation, project implementation, procedural implementation, organization structure, matching structure and strategy, behavioral issues, leadership style, functional issues, functional plans and policies, financial, marketing, operations and personnel plans and policies

UNITVStrategicEvaluationandControl

Strategy Evaluation: Importance, Overview of strategic evaluation, Importance, symptoms of malfunctioning of strategy, operations control and strategic control, technique soft strategic evaluation and control.

Corporate culture, values, power, social responsibilities, ethics, building a capable organization.

Guidelines for Case analysis/presentations:-Students should be given case studies as assignment and asked to present the same in the class for discussions, or seminars may be arranged on current issues related to the subject and marks be given on the basis of students performance.(Cases or Seminar scan be given on individual basis or on group basis.)

REFERENCE BOOKS:

lz Strategicmanagement

lz Strategicmanagement&OperationsResearch

lz Strategicmanagement

lz Corporatestrategy

lz Business policy&strategicManagement

lz Strategicmanagement(Concept/Practice&Cases)

lz BusinessPolicy

-JA pearce,RBRobinson Jr

-SudhirLakhanpal

-Robinson

-AnsoffHI

-Glueck&JaunchLR

-Thomas

-KazmiA

lz StrategicManagementTextandCases -RaoVSP(ExcelBooks)

lz StrategicManagement

lz BusinessPolicy&StrategicManagement

-Kachru(ExcelBooks)

-LomashS.(VikasPub.HouseLtd.)

MBMM -402 MAJOR RESEARCH PROJECT

Objective: The objective of major Research project is to enable and develop the understanding of given problem and enhance the analytical skills, problem solving ability,implimantation capability of students to understand research process and practical knowledge of the business and industry with practical exposure.

Examination

The major research project shall be compulsory for all students. major research project work shall be allotted to the students at the end of 3rd sem. student will be required to submit the final MRP Report in the hard bound in the number specified by the university .major research project (MRP) will carry maximum of 100 marks out of which 50 marks will be for the report and its contents and 50 marks will be for the presentation/Viva –Voce . A of marks panel of external and internal examiner will jointly award both of these components of marks. The university will appoint the external examiner and the Director/Head of the institute will appoint the internal examiner.

MBMM-403 INTERNATIONAL MARKETING

Course Objective: -This paper deals with a broad conceptual focus on the marketing management problems, techniques and strategies necessary to incorporate the marketing concept into the framework of theworldmarketplace.

UNIT-IIntroductionto InternationalMarketing

lz IdentificationofForeignMarkets

lz International Marketing Planning

lz Mode of Entry in International Marketing

lz Marketing mix decision

lz DomestictoInternational Marketing

UNIT-IIInternationalMarketingEnvironment

lz Overview of World economic system; World Trading System

lz International Political Situation

lz TheNewGlobal Environment

lz Regionalization

lz Cross Culture System

lz Country-Specific Advantages; Firm specific advantages

lz Country of Origin

UNIT-IIIGlobalMarketingStrategy

lz Global MarketResearch

lz Global MarketSegmentation

lz Global Targeting

lz International andGlobal Branding. lz Global ProductPositioning System lz Global StrategicPartnership

lz International andGlobal ProductLifeCycle

lz Brief DescriptionOnGlobal Marketing Mixsystem

lz Global ValueSystem

UNIT-IVCoreIssuesIn InternationalMarketing

lz Transfer Pricing

lz State Trading ,Export Documentation and Procedure

lz Development of Multinational Corporation; Development of Global corporation

UNITVGlobalBrandDevelopment Promotion

lz Global Advertising System

lz Global PublicRelations

lz Digital Global Promotion

lz Global Marketing Channels and Physical Distribution

lz StrategyAlternativesinPhysical Distribution

lz Global Marketing Organizations

Guidelines for Case analysis/presentations:-Students should be given case studies as assignment and asked to present the same in the class for discussions, or seminars may be arranged on current issues related to the subject and marks be given on the basis of students performance.(Cases or Seminar scan be given on individual basis or on group basis.)

REFERENCE BOOKS:

lz Global Marketing andManagement

lz ExportMarketing

WarrenJ Keegan BSRathore

lz International Marketing Rathore&Rathore

lz International Marketing

lz International BusinessScenario

lz International Marketing

lz International Business

lz International Marketing

PSarvanvel MS Thakur

RajaGopal(VikasPublishing) ShyamShukla(Excell) VasudavaP.K. (Excell)

MBMM404-RURAL AND INDUSTRIAL MARKETING

Course Objective:-The purpose of this course is to develop an understanding among the students about various concepts of Industrial Marketing which are helpful in developing sound marketing policies for Industrial goods.

UNIT-IIntroductiontoIndustrial Marketing

lz Industrial Marketing-Definition, nature &scope – comparison between Industrial & Consumer marketing– Characteristics of Industrial Marketing– Marketing mix for industrial products. Buying motives of Institutional customers.

UNIT-II Organizational Buying

lz Organisational Buying process, concept of BUYGRID MODEL, phases in purchasing decision process& their marketing implications, Buying centers, value analysis & vendor analysis.

UNIT-IIIIndustrialMarketingSegmentation

lz Industrial market segmentation, bases for segmenting industrial market-macro and micro variables.

Targeting and positioning the industrial product. Industrial product lifecycle, product mix.

lz Service component—The provision of parts, technical assistance, Terms of sales.

UNIT-IVIntroductiontoRuralMarketing

lz Rural Marketing– Definition, Objectives, functions and importance of Rural Market. Determinants of change in Indian Rural Marketing. Classification of in flow marketing and out Flow marketing in rural Sector. Difference between Urban & Rural Marketing System. Influence of government sponsored rural development programs on rural markets (case studies).

UNIT-VRuralMarketingStrategy

lz Rural Marketing Communication, Concept of Rural Marketing Strategy, Rural Marketing Product strategy, Rural branding strategy, Pricing system in rural marketing, Promotional component of Rural Market. Rural distribution system. Measurement of Advertising effectiveness in rural marketing. Special publicity reference to the Rural Marketing System, Digital campaign for rural marketing (case studies).

Guidelines for Case analysis/presentations:-Students should be given case studies as assignment and asked to present the same in the class for discussions, or seminars may be arranged on current issues related to the subject and marks be given on the basis of students performance.(Cases or Seminars can be given on individual basis or on group basis.)

REFERENCE BOOKS

lz Industrial Marketing

lz Rural Marketing

lz Industrial Marketing

lz MarketingManagement

lz Industrial Marketing

lz Rural Marketing

J SHill

T. GopalSwamy(Vikas) Reeder&Reeder Ramaswamy

Gandhi ShamimAhmed

MBMM 405 - MARKETING OF SERVICE

Course objective:- The objective of the course is to develop an understanding of services and service marketing with emphasis on various aspects of services marketing which make it different from good marketing.

UNITI Introduction to Service Marketing

lz Concept of service and importance. Reasons of growth of service sector. Characteristics of service, classification of services. Role of services sector in India Economy. Career Opportunities.

UNITII Service Marketing Strategies

lz Strategies for service marketing. Molecular model and Client centered marketing. GronrossService Marketing Model. Internal external and interactive marketing. Focus Strategy, Service Strategy- Market Leadership.

UNITIII ST Pin Service Marketing

lz Service Segmentation: Meaning and elements, Service Targeting: meaning and elements, Service Positioning: meaning and elements, Industrial Services, Service distribution. Component of service delivery system, potential management. Problems associated with retailing of services.

UNITIVServiceMarketing Mix

lz Promotion–concept for service, advertising. Sales Promotion & Personal Selling in service industry.

People –Importance of people inservice marketing. Role of various people involved. Physical evidence–concept of physical Evidence, importance type of Physical evidence in various services. Process –concept type of process, Role of process in various services. CRM in Service Marketing

UNITVService Quality

lz Service Quality–concept of service quality. Gronross model of service quality. Conceptual model of service quality. Marketing of service–challenges in India. Productivity in services, increasing productivity. Customer Service handling SERVQUAIL.

Guidelines for Case analysis/presentations:-Students should be given case studies as assignment and asked to present the same in the class for discussions, or seminars may be arranged on current issues related to the subject and marks be given on the basis of students performance.(Cases or Seminars can be given on individual basis or on group basis.)

REFERENCE BOOKS

lz ServicesMarketing

lz ServicesMarketing

-Sinha

-S.M. Jha

lz ServicesMarketing : - M. KRampal,S.LGupta ConceptApplication&cases

lz ServicesMarketing :IntegratingCustomer -Valarie.A. Zeithamal FocusAcrosstheFirm

lz ServicesMarketing lz ServicesMarketing lz ServiceMarketing

-P.NReddy,H.R. Appanniah

-VasantiVenugopal,RaghuV.N

-BhattacharyyaD.K. (ExcelBooks)

lz ServiceMarketing -Ravi Shankar(ExcelBooks)

MBMM 406 SYSTEM ANALYSIS & DESIGN

Course Objective–This Course aim for developing the skills for analysis and design of Computer based Information system

UNITI

lz CRM concepts - Acquiring customers, - Customer loyalty and optimizing customer relationships - CRM defined - success factors, the three levels of Service/ Sales Profiling - Service Level Agreements (SLAs), creating and managing effective SLAs.

UNIT II

lz CRM in Marketing - One-to-one Relationship Marketing - Cross Selling & Up Selling - Customer Retention, Behaviour Prediction - Customer Profitability & Value Modeling, - Channel Optimization - Event-based marketing. - CRM and Customer Service - The Call Centre, Call Scripting - Customer Satisfaction Measurement.

UNIT III

lz Sales Force Automation - Sales Process, Activity, Contact- Lead and Knowledge Management - Field Force Automation. - CRM links in e-Business - E-Commerce and Customer Relationships on the Internet

- Enterprise Resource Planning (ERP), - Supply Chain Management (SCM), - Supplier Relationship Management (SRM), - Partner relationship Management (PRM).

UNIT IV

lz Analytical CRM - Managing and sharing customer data - Customer information databases - Ethics and legalities of data use - Data Warehousing and Data Mining concepts - Data analysis - Market Basket Analysis (MBA), Click stream Analysis, Personalization and Collaborative Filtering.

UNIT V

lz CRM Implementation - Defining success factors - Preparing a business plan requirements, justification and processes. - Choosing CRM tools - Defining functionalities - Homegrown versus out- sourced approaches - Managing customer relationships - conflict, complacency, Resetting the CRM strategy. Selling CRM .internally - CRM development Team - Scoping and prioritizing - Development and delivery - Measurement.

Guidelines for Case analysis/presentations:-Students should be given case studies as assignment and asked to present the same in the class for discussions, or seminars may be arranged on current issues related to the subject and marks be given on the basis of students performance.(Cases or Seminars can be given on individual basis or on group basis.)

REFERENCES

Alok Kumar Rai, CUSTOMER RELATIONSHIP MANAGEMENT CONCEPT & CASES, Prentice Hall of India Private Limted, New Delhi. 2011

S. Shanmugasundaram, CUSTOMER RELA TIONSHIP MANAGEMENT, Prentice Hall of India Private Limted, New Delhi, 2008

Kaushik Mukherjee, CUSTOMER RELATIONSHIP MANAGEMENT, Prentice Hall of India Private Limted, New Delhi, 2008

Jagdish Seth, et al, CUSTOMER RELA TIONSHIP MANAGEMENT V. Kumar & Werner J., CUSTOMER RELA TIONSHIP MANAGEMENT, Willey India, 2008

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