CRM: Emerging Practices in Agrochemical Industry
Customer Relationship Management in General Insurance Sector in India
Customer Relationship Management (CRM)
CRM-A Pathway:A Case Study of Hotel Industry
customer relationship management implementation in automobile industry
Strategic Management Practices in The Construction Industry
CRM in Service Organizations
Relationship Marketing and CRM in Indian Retail Banking
e-CRM Readiness in the Banking Industry
PMS in consumer durable sector in India
CRM in Service Oriented Organizations in the European Union
CRM practices in corporate banking
Project Management Practices in the Ghanaian Building Industry
Customer Relationship Management
CRM mediation of Satisfaction & loyalty.The Case of Albanian Tourism.
Revision with unchanged content. Forward-looking organizations are investing in customer relationship management (CRM) technology to support the adoption of more customer centric strategies. Results have been mixed. The importance of CRM for the long term success of organizations, coupled with the skewed and incomplete understanding of it by industry, makes it a topic worthy of detailed investigation. Marketing academics too have investigated CRM from varying viewpoints and found that there has been little deliberate attempt to consolidate the conceptualizations into a holistic understanding. This is important given the nascent and evolving nature of CRM. This book takes a holistic look at the emerging issues and trends in CRM, including the effect of computer software and the accompanying new management processes on organizations, and the dynamics of the alignment of marketing, sales and services, and all other functions responsible for delivering customers a satisfying experience. In order to understand CRM better a content analysis of more than a hundred articles and documents from academic and industry sources was undertaken. Results show that there is a lack of holistic thinking and discussion of CRM in both academics and industry which is required to understand how the people, process, and technology in CRM impact each other to affect successful implementation.