Customer Relationship Management

Dr. Samit Chakravorti is an Associate Professor of Marketing at Western Illinois University, Macomb, IL, USA. Dr. Chakravorti has a PhD in Business Administration-Marketing from Florida International University, Miami, FL and an MBA from Binghamton University, NY. Dr. Chakravorti's research and teaching are in the areas of CRM, Marketing Strategy, International Marketing and he has a growing interest in research on Wine Marketing. Dr. Chakravorti has published multiple articles in academic journals including a best paper in the Journal of Personal Selling and Sales Management, in proceedings of academic marketing conferences, and also a book on CRM. Dr. Chakravorti grew up close to the city of Kolkata, India. In India after receiving a Bachelors in Science-Chemistry from Banaras Hindu University, Dr. Chakravorti worked for multiple years in B2B sales and marketing for multinational and national organizations. Dr. Chakravorti lives in Chicago, IL.

Section 1: Establishing Foundations Chapter 1: CRM Concepts and Global Markets Chapter 2: Country Business Environments Chapter 3: Global Market Segmentation and Consumer Behavior Section 2: Planning and Implementation Chapter 4: Global CRM Planning and Implementation Chapter 5: Analytical CRM Chapter 6: Strategic and Operational CRM Chapter 7: Social CRM Chapter 8: CRM in Small and Medium Sized Enterprises Section 3: Managing Stakeholder Relationships Chapter 9: Global Partner Relationship Management Chapter 10: Global Employee Relationship Management Section 4: Improving Global CRM Implementation Chapter 11: Global CRM and Cultural Intelligence