ALOK KUMAR RAI, MBA, PhD, is Associate Professor in Faculty of Management Studies, Banaras Hindu University, Varanasi. His areas of interest include Marketing and Customer Relationship Management. Besides this book, he has authored four other books. He has developed curriculum of Customer Relationship Management for several management institutions in the country. The literatures developed by him on different dimensions of CRM as Customer Satisfaction, Customer Loyalty, Service Quality and Employee Relationship Management are widely cited in Management Researches. He has wide experience of Teaching, Training, Research and Consultancy.
Dr. Rai has published over 40 research papers and articles in leading national and international journals, and has made presentations in several national and international seminars and conferences. An active speaker, Dr. Rai has delivered over 50 invited lectures in different parts of the country. He has completed Research Projects funded by UGC and AICTE along with research, training and consultancy assignments for government and corporates. He has been providing training to many of the corporates and has been delivering guest lectures to many institutes.
Dr. Rai has also organised National and International Conferences, Quality Improvement Programmes, Executive/Faculty/Management Development Pro-grammes, Workshops, Seminars and Conferences funded by different government agencies and corporates.