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h-CRM: The Key to Lifelong Business Relationships

h-CRM: The Key to Lifelong Business Relationships

h-CRM: The Key to Lifelong Business Relationships

Human Response Management and Customer Relationship Management

  • By: Kallol Das

₹175.50 ₹195.00 Save: ₹19.50 (10%)

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ISBN: 9788176499460

Bind: Paperback

Year: 2004

Pages: 244

Size: 5.5 x 8.5 Inch

Publisher: Viva Books Originals

Sales Territory: Worldwide


"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.


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.


Target Audience:

Organisations who wish to excel in customer service- both internal as well as external customers.


• The Smart Company

Understanding Business

What is h-CRM?

Why Leadership?

Identify your Core Values

Important Concepts

From Product to Experience

Customer Service Understanding Customer Perceptions Creating Customer Delight Employee Perceptions and Delight Satisfaction Consistency Model What is Loyalty? Creating Customer Loyalty Creating Employee Loyalty

Role of Technology Branding

Managing Change


Final Words

About the Author: 

Kallol Das started his career with multinationals like Caltex and Gulf Oil, where he looked after the sales and customer service functions. Currently as a faculty member at the Department of Business & Industrial Management (DBIM), South Gujarat University, Surat, he is engaged in teaching and consulting work.

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