Part I: Emerging Concepts in CRM. Conceptual Framework of Customer Relationship Management,. CRM: A Research Agenda . Implications of Globalization on Customer Relationship Management . Effective Customer Relation Management Through Customer Knowledge Management . A Generalized Model for the Structure of Business Relationships: A Meta- analysis of Relationship Literature Regain Management: Issues and Strategies . Winning Markets through Effective Customer Relationship Management Part II: Technological Tools for CRM . Data Mining for CRM: Some Relevant Issues . Changing Patterns of e-CRM Solutions in the Future . How to Structure a Customer Focused IT Organisation to Support CRM . Framework for Deploying Customer Relationship in Organisation. e-CRM: Deriving Value of Customer Relationship. Review and Comparative Assessment of CRM Solutions for Key Verticals. The Evolution of Relationships in e-Marketing . Implementing a Technology Based CRM Solution Part III: Implementing CRM. Optimal Allocation Rules for Customer Relationship Management . Measuring the Effectiveness of Relationship Marketing . The Past, Present and Future of CRM . Implementing a Technology Based CRM Solution: The ICICI Experience . Decision Metrics for CRM Solutions. Characteristics of a Good Customer Satisfaction Survey. Contact Management: Give ‘em What They Want How to Make the Most of your Customer Relationships with a Campaign Management Solution . Building Relationships with Doctors for Effective Marketing: The Case of the Pharmaceutical Industry. Process Reengineering to Enhance Customer Relationships: A Case Study of Kirloskar Oil Engines Limited. Customer Relationship Management in Cement Industry: A Marketing Strategy Perspective. Probing Demand Forecasting in Indian Firms . Organising for Customer Relationship Management. Employee and Customer Management Processes for Profitability: The Case of Hewlett-Packard India .Critical Factors of Corporate Choice of Non-Profit Organisation for Social Contribution . e-CRM: lies, Damn Lies and Statistics Chapter Part IV: Relationship Management in B2B Commerce. Building Customer Loyalty Business-to-Business Commerce. Cross-border B2B Relationships with Intermediaries: Between New and Old. Relationship Marketing for Creating Value in Business Markets. Value and Stability of Cooperative Buyer-Seller Relationships in Industrial Markets: An Empirical Study. The Global Account Manager as Political-Entrepreneur . Valuing Information in Transportation Logistics. Managing Relationships in Supply Chains of the 21st Century Chapter Part V: CRM in Services . Status of Customer Relationship Management in India: A Survey of Service Firms . Impact of the Service Supply-Demand Mismatches on Relationship Intention and Integrity: A Preliminary Model and Findings . Relevance of CRM for Hospital Services. Building Customer Relationships: The Taj Air Caterers Experience . Relationship Management Practices in Hospitality Industry: A Study of Hotels and Restaurants in Calcutta. Customer Relationship Management Lessons from the Hospitality Industry. Relationship Management Programme: The Titan Experience . Customer Relationship management at APTECH. Benefits of Implementing a CRM System in Cellular Telecom Services . Customer Relationship Management in Customer Service: The Titan Experience . Service Plus: A Comparative Study of Indian and US Hotels Chapter Part VI: CRM in Financial Services. Relationship Marketing Strategies and Customer Perceived Service Quality: A Study of Indian Banks . Building Customer Relationships Through Call Centers in Banking and Financial Services. User Satisfaction of Banking Software Products Importance-Performance Mapping. Organizing for Relationship Management: The Case of Banking Industry . Introduction of e-CRM in the Indian Insurance Sector Customer. Strengthening Customer Relationships That Lead Toward Increased Business for CPA Firms. Winning Strategies and Processes for Effective CRM in Banking and Financial Services Part VII: Abstracts . Building R&D Lab/Industry Relationships: The Case of CSIR, India. Why Web Site Hits don’t Translate into Web Sales Implications for Building Relationships Versus Selling on the Web. Seller Influence Tactics (SITs) and Their Impact on Customer Relationships