Summary |
The book customer service management is a key component of business in 21st century. The concept is very crucial as it incorporates customer, customer service, customer satisfaction, customer value, customer loyalty, customer retention etc. In one word it is liked to customer relationship management (CRM) and customer experience management (CEM) In the book the authors are striving to portray manifold aspects of CRM as to banking business scenario with a select cross sectional study of a public sector Bank (State Bank Of India) and a privet sector Bank (ICICI).
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