Business worldwide are enhancing shareholder value by shifting from a 'share of the market' mindset to the 'share of customer' paradigm through relationship management practices. Relationship management helps firms focus on the lifetime value of customers to enhance their relationships with profitable customers. To be successful in the new millennium, firms will need to extend this practice of developing long-term relationships with all their other stakeholders including suppliers, intermediaries, partners, and employees. The conference focuses on the emerging concepts, tools and applications in customer relationship management. Designed to provide a forum for interaction and sharing of knowledge and experiences related to relationship management, it includes papers that deal with any facet of relationship management. Research papers that propose concepts, suggest methods, evaluates various tools for successful implementation of relationship management are included.

Part I: Emerging Concepts in CRM 1. Conceptual Framework of Customer Relationship Management 2. CRM: A Research Agenda 3. Implications of Globalization on Customer Relationship Management 4. Effective Customer Relation Management Through Customer Knowledge Management 5. A Generalized Model for the Structure of Business Relationships: A Meta- analysis of Relationship Literature 6. Regain Management: Issues and Strategies 7. Winning Markets through Effective Customer Relationship Management Part II: Technological Tools for CRM 8. Data Mining for CRM: Some Relevant Issues 9. Changing Patterns of e-CRM Solutions in the Future 10. How to Structure a Customer Focused IT Organisation to Support CRM 11. Framework for Deploying Customer Relationship in Organisation 12. e-CRM: Deriving Value of Customer Relationship 13. Review and Comparative Assessment of CRM Solutions for Key Verticals 14. The Evolution of Relationships in e-Marketing 15. Implementing a Technology Based CRM Solution Part III: Implementing CRM 16. Optimal Allocation Rules for Customer Relationship Management 17. Measuring the Effectiveness of Relationship Marketing 18. The Past, Present and Future of CRM 19. Implementing a Technology Based CRM Solution: The ICICI Experience 20. Decision Metrics for CRM Solutions 21. Characteristics of a Good Customer Satisfaction Survey 22. Contact Management: Give 'em What They Want How to Make the Most of your Customer Relationships with a Campaign Management Solution 23. Building Relationships with Doctors for Effective Marketing: The Case of the Pharmaceutical Industry 24. Process Reengineering to Enhance Customer Relationships: A Case Study of Kirloskar Oil Engines Limited 25. Customer Relationship Management in Cement Industry: A Marketing Strategy Perspective 26. Probing Demand Forecasting in Indian Firms 27. Organising for Customer Relationship Management 28. Employee and Customer Management Processes for Profitability: The Case of Hewlett-Packard India 29. Critical Factors of Corporate Choice of Non-Profit Organisation for Social Contribution 30. e-CRM: lies, Damn Lies and Statistics Part IV: Relationship Management in B2B Commerce 31. Building Customer Loyalty Business-to-Business Commerce 32. Cross-border B2B Relationships with Intermediaries: Between New and Old 33. Relationship Marketing for Creating Value in Business Markets 34. Value and Stability of Cooperative Buyer-Seller Relationships in Industrial Markets: An Empirical Study 35. The Global Account Manager as Political-Entrepreneur 36. Valuing Information in Transportation Logistics 37. Managing Relationships in Supply Chains of the 21st Century Part V: CRM in Services 38. Status of Customer Relationship Management in India: A Survey of Service Firms 39. Impact of the Service Supply-Demand Mismatches on Relationship Intention and Integrity: A Preliminary Model and Findings 40. Relevance of CRM for Hospital Services 41. Building Customer Relationships: The Taj Air Caterers Experience 42. Relationship Management Practices