Varsha Jain – författare

Customer Relationship Management in the Digital Age charts the concepts, strategies, benefits and technologies of CRM in an evolving and increasingly digital business landscape.

It empowers readers with the skills to use CRM to forge enduring customer connections, optimize experiences and drive loyalty across diverse industries and markets. Building upon existing literature, this guide offers a holistic approach that bridges theory and practice, making complex CRM concepts accessible to a wide audience. It integrates the latest technological advances, market trends and customer-centric initiatives, providing a comprehensive view of CRM’s role in an increasingly customer-driven era. Pedagogical features include case studies, practical strategies and real-world examples, as well as chapter summaries and discussion questions to guide the reader through the key learning points of each chapter.

This helpful book enables readers to navigate the complexities of CRM implementation and customer-centric approaches and tailor strategies for B2B and B2C markets. It is particularly suitable for advanced undergraduate and postgraduate students of CRM, Sales Management, Relationship Marketing and Customer Experience Management, as well as reflective practitioners.

Online instructor resources include a course manual, test bank and PowerPoint slides.

Customer Relationship Management in the Digital Age charts the concepts, strategies, benefits and technologies of CRM in an evolving and increasingly digital business landscape.

It empowers readers with the skills to use CRM to forge enduring customer connections, optimize experiences and drive loyalty across diverse industries and markets. Building upon existing literature, this guide offers a holistic approach that bridges theory and practice, making complex CRM concepts accessible to a wide audience. It integrates the latest technological advances, market trends and customer-centric initiatives, providing a comprehensive view of CRM’s role in an increasingly customer-driven era. Pedagogical features include case studies, practical strategies and real-world examples, as well as chapter summaries and discussion questions to guide the reader through the key learning points of each chapter.

This helpful book enables readers to navigate the complexities of CRM implementation and customer-centric approaches and tailor strategies for B2B and B2C markets. It is particularly suitable for advanced undergraduate and postgraduate students of CRM, Sales Management, Relationship Marketing and Customer Experience Management, as well as reflective practitioners.

Online instructor resources include a course manual, test bank and PowerPoint slides.

Do you want to understand and apply qualitative research methods in a digital context? This book will help you navigate the complexities of digital access and fluency, ensuring a broad lens on research methodologies. From step-by-step guides to innovative frameworks, each chapter is crafted to give you the confidence to carry out cutting-edge qualitative research.

This book will provide you with

·       The knowledge you need to advance your qualitative research understanding across all disciplines.

·       A practical reflection of the application of relevant research methodologies.

·       An overview of research ideas, cases, and examples.

With a wealth of exercises and examples, this book will become a reference point for qualitative research in the digital context by adopting a case-in-point approach for students across all social science disciplines.

Do you want to understand and apply qualitative research methods in a digital context? This book will help you navigate the complexities of digital access and fluency, ensuring a broad lens on research methodologies. From step-by-step guides to innovative frameworks, each chapter is crafted to give you the confidence to carry out cutting-edge qualitative research.

This book will provide you with

·       The knowledge you need to advance your qualitative research understanding across all disciplines.

·       A practical reflection of the application of relevant research methodologies.

·       An overview of research ideas, cases, and examples.

With a wealth of exercises and examples, this book will become a reference point for qualitative research in the digital context by adopting a case-in-point approach for students across all social science disciplines.

Do you want to understand and apply qualitative research methods in a digital context? This book will help you navigate the complexities of digital access and fluency, ensuring a broad lens on research methodologies. From step-by-step guides to innovative frameworks, each chapter is crafted to give you the confidence to carry out cutting-edge qualitative research.

This book will provide you with

·       The knowledge you need to advance your qualitative research understanding across all disciplines.

·       A practical reflection of the application of relevant research methodologies.

·       An overview of research ideas, cases, and examples.

With a wealth of exercises and examples, this book will become a reference point for qualitative research in the digital context by adopting a case-in-point approach for students across all social science disciplines.

This edited volume elucidates how artificial intelligence (AI) can enable customer service to achieve higher customer engagement, superior user experiences, and increased well-being among customers and employees.

This book explores how customer service can become the singular competitive differentiator for organizations in the digital era.

Given the pace of digitization and the rise in customer expectations post-pandemic, organizations must focus on customer-centricity in all functions in the digital age, providing factors, enablers, and processes for customer service and sharing best practices based on research from global experts.

The book is a valuable resource for students and researchers keen on understanding the new digital landscape in customer service to develop, maintain, and enhance customer relationships.