About Book
About the Book:
This text book on, ‘Customer Relationship Management (CRM)- A Journey from Suspect to Advocate’ has been designed according to the latest syllabus prescribed by different Universities of Delhi, Bhubaneswar, Kolkata and Chennai for MBA, BBA, B.Com.(H) and BCA students. The contents in this book have been incorporated in such a manner to provide maximum flexibility to both teachers and students on this subject. The learning materials have been in scripted based on more than 25 years of teaching experience of the Author. The Author has ensured to cover all topics with latest examples where applicable. Students deserved the best; in keeping with this spirit, care has been taken to provide best material to enlighten them on this subject.
Some of the Special Features of this Book are:
Written in lucid and simple language.
Extensive coverage of the syllabus as demanded.
Presentation of text is clear and precise.
Review questions are given at the end of each chapter along with some previous years questions of different Universities.
Few case studies have been discussed at the end of the book.
About Author
About the Author (Prof. Moloy Ghoshal)
Prof. Ghoshal, B. Sc. (Chem. Hons), MBA (Mkting.), MBA (Ret. Mgt), Ph.D.(Quality-Mgt)-2012 is a marketing and quality management academician, having more than 25 years of experience in teaching management students and imparting training to Principals and Professors of different Government Polytechnic Colleges of Uttar Pradesh.
He was one of the active members in syllabus committee of IRDT (Govt. of U.P.), having responsible to finalise syllabuses of marketing related papers for its different courses.
Apart from a vast experience of teaching and training, he has published number of national and international research papers in different journals of repute, like Sasmira Business Review, Amity Business Journal-Lucknow, Int .Journal of Quality Eng & Technology, Int. Jnl. of Indian Culture & Business Mgt., BVIMR-Mgt Edge, Research Journal of Social Science & Management- Singapore, Asia Pacific Journal of Business Review, Seoul-South Korea, Global Journal of Management and Business Research-USA to name a few.
He is the sole author of best-selling text books ‘Production and Operation Management”-ISBN: 978-93-85071-41-6 published by Sun India Publication, New Delhi, ‘Fundamentals of Entrepreneurship Development’ ISBN: 978-81-952917-5-5, 1st edition-2021 and ISBN: 978-81-957093-7-3 of second edition-2024 published by MaxiMax Publishing House, New Delhi and first author of another hot cake in market, “Fundamental of Digital Marketing”, published by Sun India Publication, New Delhi. All books are available on Amazon India, Flipkart and different book stores of India.
Professor Ghoshal worked as an Assistant Director in ‘Institute of Productivity and Management (IPM)-Kanpur’ since 2000 to 2013, then as an Associate Professor at ‘Delhi School of Professional Studies and Research (DSPSR)-New-Delhi’, affiliated to GGSIP-University till 15th May 2019 and as a Professor and Dean (Academic) in the same organization thereafter from May 15th 2019 to 2020.
He was founder Director of his own venture ‘DMG-Academy’ till 2022 and at present working as a Principal in Bengal School of Technology and Management (BSTM)-Hooghly (near Kolkata), under MAKAUT (Govt. of W.B.) formerly known as WBUT. He has having 200+ citations on Google Scholar along with both h-Index & i10-Index citations.
