Title: IT tools for enhancing CRM delivery system quality applications for delivering CRM
Author : Subhanshu, Rawat & Sanjeev Mago
Abstract :

Customerservice focus has to extend across business cycles. There should be efficientcomplaint, comment, enquiry systems for customers to address their complaints.There should be a complete customer listening strategy.
Expert View: 
Sudhanshu Rawatand Sanjeev Mago have discussed at length the various key drivers of customersatisfaction. They have created an understanding of the importance of Serviceand Change management, customer listening programs, and technology as a toolfor CRM.

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