The effect of customer relationship management crm on. Studying the effects of customer relationship management on the. The newspapers new england and washington editions even offered. Still, most executives mistake crm technology for a marketing strategy.
Pdf customer relationship management crm is widely accepted as an effective. International journal of hospitality management, 30, 262. Journal of supply chain and customer relationship management. Social crm enables companies to interact in an easy and contemporary way directly with customers as well as to track customer interactions and their social influence. Journal journal of relationship marketing submit an article journal homepage. Social customer relationships management crm is a current business trend providing new channels of twoway communication with customers through social media sites, such as facebook, twitter etc. Customer relationship management this booklet is designed to help small and medium business. Master research project implementing customer relationship management in governmental organizations. International journal of academic research in business and social sciences.
Open access journals are those that provide immediate and free access of all published fulltext articles to interested readers around the world. The journal of supply chain and customer relationship management jsccrm is an open access journal. Providing a model for successful implementation of customer. This article is about customer relationship management crm, which seeks to. Nemaht al kaabi and ali shalaibah, 2006, influence of knowledge on management of customers. Us g lobal journal of management and business research volume xi issue v version i 28 a pril 2011. Customer relationship management international journal of. Companies pour millions into customer relationship management, but most initiatives fail to. Customer relationship initiation and marketing effectiveness of. Journal of relationship marketing 2002 current formerly known as.
June 2011 166 customer relationship management and its relationship to the marketing performance dr. Customer relationship management, relationship initiation, marketing. Article pdf available in journal of the academy of marketing science 392. An examination of current marketing practices, journal of marketing. International journal of business and social science vol.
Customer relationship management crm is a management strategy that unites information. However, there is a tremendous amount of confusion regarding its domain and meaning. Data is collected from 618 research papers on crm for the 20062010 period as sourced from top. The role of customer relationships management in achieving. A case study, international journal of entrepreneurial knowledge ijek, vol. In todays competitive marketplace, customer relationship management is critical to a companys profitability and longterm success. To become more customer focused, skilled managers, it professionals and marketing executives must understand. If you want to understand how to better meet your clients needs, this booklet is for you. This study investigates the implication of crm implementation to. The strategies oriented to customer relationship management are a relatively new area of specialty loyalty marketing in the hotel and hotelier sector, with. Customer relationship management crm has once again gained prominence amongst academics and practitioners. European journal of social sciences volume 22, number 3 2011. Impact of customer relationship management on customer loyalty. Customer value is the difference between the values the customer gains from owning and using a product and the cost of obtaining the product.
Customer relationship management is a comprehensive strategy and process of acquiring, retaining, and partnering with selective customers to create superior value for the company and the. Customer relationship management implementation and its. Critical success factors for the successful customer relationship. International journal of business trends and technology, 1. In additional to, being effect of the dimensions of crm on. Adam lindgreen, department of accounting, finance, and marketing. Hisham sayed soliman lecturer department of business management faculty of commerce cairo university abstract. Customer relationship management, marketing performance. Industrial marketing management journal, 33, 475 489.