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211 BIBLIOGRAPHY BOOKS 1. Dr. P.K.Gupta (2008) “ Insurance and risk Management” Vol. 1. 2. Dr. L.P. Gupta “Indian Insurance Guide – Life and General Insurance” 2014, ISBN-10: 938330314X 3. Vavra, Terry G. (1992), after marketing: How to Keep Customers for Life through Relationship Marketing, Homewood, IL: Business One-Irwin. 4. Philip Kotler and Kevin Lane Keller 2006). Marketing Management (12th ed.), Upper Saddle River New Jersey, USA: Pearson Prentice Hall. 5. Buttle, F., (2002). The CRM Value Chain. Manchester Business School. 6. D.C shrivastava and S.Shrivastava , Indian insurance Industries-Transitions and prospectors, New century publication 2001. 7. Hand book of Management Terms by G.K.Sharma and Pradeep Kumar 2006) 8. S.Annie,Becker (2007) “Electronic Commerce: Concepts, Methodologies, Tools, and Applications”, vol. I 9. Oliver.R.L,1997 “Satisfaction- A behavioral perspective on the consumer” ME Sharp Incorporated Pvt. Ltd. 10. Kotler, P., & Armstrong, G. (2011). Principles of Marketing (14th ed.). New Jersey: Prentice Hall. 11. (Dyche,J, 2001) The CRM handbook : “A Business guide to customer relationship management” London 1st Edition Wesley Educational Publisher Inc. 12. Fjermestad Jerry, Romano Nicholas C. “Electronic Customer Relationship Management” ,M.E. Sharpe ,2009. 13. S.Annie,Becker (2007) “Electronic Commerce: Concepts, Methodologies, Tools, and Applications”, vol. I 14. H. Sadhak “Life Insurance in India Opportunities Challenges a....” 2009 15. Khan Mahmood and J.Poonam “Consumer Behavior and customer relationship” _edition 2003. 16. Greenberg, P., & Foreword By-Sullivan, P. (2001). CRM at the speed of light: Capturing and keeping customers in Internet real time. McGraw-Hill Professional. 17. Irving pfeffer and Devid R. Klock “ Perspective on Insurance Industry – India” Prentice –Hall Englwood Cliffs , 2004. 18. IC GUPTA and DEEPAK JAROLIYA “It Enabled Practices And Emerging Management Paradigms” Excel Books Publication 2010. 19. Adele J. Huber “Effective Strategies on IT Implementation:”, Springer Science & Business Media, 29-Jul-2011 JOURNALS
Transcript

211

BIBLIOGRAPHY

BOOKS

1. Dr. P.K.Gupta (2008) “ Insurance and risk Management” Vol. 1.

2. Dr. L.P. Gupta “Indian Insurance Guide – Life and General Insurance” 2014,

ISBN-10: 938330314X

3. Vavra, Terry G. (1992), after marketing: How to Keep Customers for Life

through Relationship Marketing, Homewood, IL: Business One-Irwin.

4. Philip Kotler and Kevin Lane Keller 2006). Marketing Management (12th

ed.), Upper Saddle River New Jersey, USA: Pearson Prentice Hall.

5. Buttle, F., (2002). The CRM Value Chain. Manchester Business School.

6. D.C shrivastava and S.Shrivastava , Indian insurance Industries-Transitions

and prospectors, New century publication 2001.

7. Hand book of Management Terms by G.K.Sharma and Pradeep Kumar 2006)

8. S.Annie,Becker (2007) “Electronic Commerce: Concepts, Methodologies,

Tools, and Applications”, vol. I

9. Oliver.R.L,1997 “Satisfaction- A behavioral perspective on the consumer”

ME Sharp Incorporated Pvt. Ltd.

10. Kotler, P., & Armstrong, G. (2011). Principles of Marketing (14th ed.). New

Jersey: Prentice Hall.

11. (Dyche,J, 2001) The CRM handbook : “A Business guide to customer

relationship management” London 1st Edition Wesley Educational Publisher

Inc.

12. Fjermestad Jerry, Romano Nicholas C. “Electronic Customer Relationship

Management” ,M.E. Sharpe ,2009.

13. S.Annie,Becker (2007) “Electronic Commerce: Concepts, Methodologies,

Tools, and Applications”, vol. I

14. H. Sadhak “Life Insurance in India Opportunities Challenges a....” 2009

15. Khan Mahmood and J.Poonam “Consumer Behavior and customer

relationship” _edition 2003.

16. Greenberg, P., & Foreword By-Sullivan, P. (2001). CRM at the speed of

light: Capturing and keeping customers in Internet real time. McGraw-Hill

Professional.

17. Irving pfeffer and Devid R. Klock “ Perspective on Insurance Industry –

India” Prentice –Hall Englwood Cliffs , 2004.

18. IC GUPTA and DEEPAK JAROLIYA “It Enabled Practices And Emerging

Management Paradigms” Excel Books Publication 2010.

19. Adele J. Huber “Effective Strategies on IT Implementation:”, Springer

Science & Business Media, 29-Jul-2011

JOURNALS

212

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A Study on IT Enabled Customer Relationship Management (CRM) in

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