The importance of customer relationship management

The significance and the impact of CRM into the enterprise Chapter 5 5.1. Results of this Study In this chapter, conclusions will be drawn from the findings in the analysis in order to highlight the significance of CRM process during the life cycle of a project and importance of qualified people to implement it, while […]

Involvement of CRM during the life-cycle of a project: case study Chapter 4 4.1. Description of Methodology 4.1.1. Research Purpose. There are many ways to carry out a research. According to Reynolds (1971), Patel and Tebelius (1987), Aaker and Day (1990), Yin (1994) and Wiedershein – Paul and Eriksson (1999), here are three available classifications

CRM Strategy or technology Knowledge requirements of CRM 3.8. CRM: Strategy or technology? The term “customer relationship management” appeared in the information technology (IT) community in the mid-1990s. It is often used to describe technology-based customer solutions, such as sales force automation (SFA). In the academic community, the terms “relationship marketing” and CRM are often

Implementation of CRM strategy, Metrics of CRM effectiveness 3.5. CRM objectives According to Burnett (2001) there are three categories in order to describe the objectives of CRM: cost saving, revenue enhancement, and strategic impact. To be able to find out how organizations CRM objectives can be described in terms of the first category, cost saving,

CRM meaning, CRM architecture and the core benefits of CRM Chapter 3 3.1. Literature Review The two previous chapters provide the background and the problem discussion of this study. In this chapter, the author review earlier studies within the purposed research area, having as aim to provide relevant literature in the field of CRM. The