| Type of Material: | Thesis |
| Title: | An analysis of the impact of the Service Delivery Metrics CSAT Customer Satisfaction and CRM Customer Relationship Management for the success of Services Marketing in BPOs Business Process Outsourcing in the Chennai region |
| Researcher: | S VENKATESH |
| Guide: | Dr.S.RAMACHANDRAN |
| Department: | Department of Management Studies |
| Publisher: | Bharath University, Chennai |
| Place: | Chennai |
| Year: | 2015 |
| Language: | English |
| Subject: | Business process outsourcing | CSAT | Customer Relationship Management | Management | Social Sciences |
| Dissertation/Thesis Note: | PhD; Department of Management Studies, Bharath University, Chennai, Chennai; 2015 |
| Fulltext: | Shodhganga |
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| 040 | __ | |aBHAU_600073|dIN-AhILN |
| 041 | __ | |aeng |
| 100 | __ | |aS VENKATESH|eResearcher |
| 110 | __ | |aDepartment of Management Studies|bBharath University, Chennai|dChennai|ein |
| 245 | __ | |aAn analysis of the impact of the Service Delivery Metrics CSAT Customer Satisfaction and CRM Customer Relationship Management for the success of Services Marketing in BPOs Business Process Outsourcing in the Chennai region |
| 260 | __ | |aChennai|bBharath University, Chennai|c2015 |
| 300 | __ | |dDVD |
| 502 | __ | |cDepartment of Management Studies, Bharath University, Chennai, Chennai|d2015|bPhD |
| 518 | __ | |oDate of Registration|d2011-07-13 |
| 520 | __ | |aA study has been undergone in the BPOs ( Business Process Outsourcing ) in Chennai region outsourced by Telecom companies for their activities like Customer Services , Support , Telemarketing , Non-Voice , Backup Email and Chat support . This study is to understand the operational performance issues of BPOs in meeting the Service Level Agreements of their Clients and works towards the improvement of Key Performance Indicators to enable them to succeed in their Services Marketing campaigns and become the most preferred outsourcer for the Telecom companies for their outsourcing business. The study is to analyse the impact of Service Delivery Metrics, CSAT (Customer Satisfaction) and CRM (Customer Relationship Management )for the success of Services Marketing in BPOs (Business Process Outsourcing )in the Chennai region.This Research topic is to work towards for initiating a proper framework for the efficient operations of BPOs taking into account the above three key parameters. There are earlier research artic |
| 650 | __ | |aManagement|2UGC |
| 650 | __ | |aSocial Sciences|2AIU |
| 653 | __ | |aBusiness process outsourcing |
| 653 | __ | |aCSAT |
| 653 | __ | |aCustomer Relationship Management |
| 700 | __ | |aDr.S.RAMACHANDRAN|eGuide |
| 856 | __ | |uhttp://shodhganga.inflibnet.ac.in/handle/10603/170941|yShodhganga |
| 905 | __ | |afromsg |
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