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Customer relationship management Essays & Research Papers

Best Customer relationship management Essays

  • Customer Relationship Management Report  Lecturer: Dondjio. I Group 3 14122723 Ji-Hye Choi 14124262 Jinkeyung Baek 14125064 Xiaomin Chen 14128858 Maxime Gouge Contents 1. Introduction 2 1.1 Executive Summary 2 1.2 The Definition of CRM 2 1.3 The Necessity of CRM 3 2. Critical analysis of CRM 4 2.1 What causes the failure of CRM? 4 2.2 Future of CRM 6 3. Brief Summary and Analyze Cases 8 3.1 Case Summaries 8 3.2 Cases Analysis 9 4. Answer and Analyze Case Questions 11 4.1 Identify strategies for the CRM project... 5,213 Words | 17 Pages
  • Introduction to Customer Relationship Management Introduction Organizations are adopting new technological imperatives in order to outperform their competitors. The emphasis herein lies in identifying critical value adding processes and redesigning them to become customer centric. In the recent years there has been increased the role of IT in changing the business strategies of organizations to cut down operating costs. Increasingly it has revolutionarized the approach of companies towards their customers. IT is being adopted to... 2,818 Words | 12 Pages
  • Customer Relationship Management - 6555 Words Customer Relationship Management • “The purpose of a business is to create customers” – Peter Drucker • New customers cost you money – money spent on advertising and marketing 1 Company Orientations toward the marketplace 2 CRM Customer Relationship Management (CRM) enables an organization to better management relationships with suppliers, distributors, and dealers, among others 3 CRM • The purpose is to identify, retain, and place the right kind of customer and... 6,555 Words | 49 Pages
  • Customer Relationship Management - 1229 Words Introduction Customer Relationship Management (CRM) is an important part of any companies' sales mix. As part of a sales mix, companies must have a strong sales team; a well planned and executed marketing strategy, and a method to record pertinent information to manage customer relations. A CRM system is an important part in any company. They have a variety of uses from holding basic information such as names and address, to holding other information including relationship history, contract... 1,229 Words | 4 Pages
  • All Customer relationship management Essays

  • The Value of Customer Relationship Management The Value of Customer Relationship Management Product: Shampoo is one category which advances by being at the highest standing in hair care products. Nexxus is the name of Hair shampoo; it represents the beauty and wellness which is associated with beautiful hair. It promises to deliver riches and wealth solutions and grants a salon experience. (Nexxus, 2013). Reason to use this product: It is affordable and is associated with the smoothness and shine that only Salon Shampoos are... 365 Words | 2 Pages
  • Customer Relationship Management - 2965 Words DEFINITIONS:: CRM is an information industry term for methodologies, software and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. CRM is the process of managing all aspects of interaction a company has with its customers, including prospecting, sales and service. CRM applications attempt to provide insight into and improve the company/customer relationship by combining all these views of customer interaction into one picture.4... 2,965 Words | 10 Pages
  • Customer Relationship Management - 17003 Words Customer Relationship Management SYMBIOSIS INSTITUTE OF MANAGEMENT STUDIES (SIMS) Dissertation on Customer Relationship Management Submitted By: Ayush Singh Roll no:09 PRN No:68211 Class- 2(D) Semester: Fourth Semester Date required:18/2/2008 Date of Submission: 18/2/2008 Assignment Grade: Comments of the Faculty: 1 Customer Relationship Management CONCEPT OF CRM INTRODUCTION TO CRM CRM (Customer Relationship Management) has been growing... 17,003 Words | 68 Pages
  • Marketing: Customer Relationship Management [pic] FACULTY OF COMMERCE MARKETING DEPARTMENT Some Scholars like John Pestrof regard R M as “old wine in a new bottle” while others regard it as a new approach representing a paradigm shift Discuss (30) Relationship Marketing can be defined as a strategy that is used by business organisation to learn more about customer’s mood and behaviours so as to develop stronger relationship with them. Peter... 1,461 Words | 5 Pages
  • Customer Relationship Management - 3288 Words 1. Introduction of the assignment Customer relationship management (CRM) is the process of acquiring, retaining & growing profitable customers and a comprehensive approach for expanding customer relationship. There are different between Marketing and CRM. Marketing is a process in selling of product meanwhile CRM is a multifaceted process, which is intended to allow business organization to better anticipate and match customer needs and desire. As long as people are doing the buying,... 3,288 Words | 11 Pages
  • Customer Relationship Management - 20705 Words The impact of customer relationship management on the financial performance of an organization 1 Chapter 1-Introduction The impact of customer relationship management on the financial performance of an organization 2 1.1 Introduction This chapter provides an overview of the dissertation in brief. Background of the study and rationale of the study are discussed in the first half. Then this chapter goes on to explain six research objectives and two research questions. Finally structure of... 20,705 Words | 72 Pages
  • Customer Relationship Management - 3917 Words 1. Abstract This white paper explores the Return on Investment (ROI) attributable to Customer Relationship Management (CRM) systems. It provides a discussion of the potential returns from such a system. Any organization attempting to analyze the ROI from a CRM solution must first complete a Situation Analysis (SA) to understand where the ROI may come from, as the sources of benefits relating to ROI vary from one organization to the next. Sources of ROI attributable to a CRM implementation... 3,917 Words | 13 Pages
  • Customer Relationship Management - 8020 Words CRM1 - 18.09.2012 What is Customer Relationship Management? “CRM is the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. It is grounded on high quality customer related data and enabled by information technology.” Type of CRM Strategic ! Dominant characteristic Strategic CRM is a core customer-centric business strategy that aims at winning and keeping profitable customers.... 8,020 Words | 45 Pages
  • Customer Service Relationship Management Customer Service Relationship Management & Customer Service Relationship Strategy Customer service relationship management can be used in many ways to help establish a strong customer relationship with the company you’re doing business with. With it a company’s goals can be best achieved through identification and satisfaction of the customers’ stated and unstated needs and want to provide a high level of customer care. Using technology now a days you can identify, target, acquire, and... 640 Words | 2 Pages
  • Projects: Customer Relationship Management and Customers “EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME IN STATE BANK OF INDIA” Submitted In The Partial Fulfillment Of Degree Of MBA Batch 2006-08 SUBMITTED TO: - SUBMITTED BY:- Mrs. Riya Sharma Rishi Gupta (Project Guide) Roll no. 0471483906 [pic] MAHARAJA AGRASEN INSTITUE OF TECHNOLOGY PSP AREA, SECTOR-22 ROHINI, DELHI—110085 Ph: 25489493-... 10,192 Words | 43 Pages
  • CRM (customer relationship management CHAPTER 8 QUESTION 1 Discuss the objectives of CRM (Customer relationship management) (10 marks) Customer Relationship Management (CRM) is a customer focused and customer driven organizational strategy. The organizations concentrate on assessing customer’s requirement for products and services and then providing high quality, responsive service. CRM is not a process or a technology per se; rather it is a customer centric way of thinking and acting. The organizations also focus has shifted... 506 Words | 2 Pages
  • Customer Relationship Management and Points University of Professional Studies, Accra Year Group 2013 Evening/Week-end MBA Programs Management Information Systems Fall 2013 Final Exam Study Guide Question 1: DP World Takes Port Management to the Next Level with RFID (pages 377 to 378). (100 points) a. In what four (4) ways did the Identec Solutions RFID-based technology help DP World increase the efficiency and effectiveness of its customers' supply chains? (20 points) *it reduces congestion at the port: it is timely... 748 Words | 4 Pages
  • Customer Relationship Management Report Customer Relationship Management Report Ritz Carlton Table of Contents Title Page Introduction ----------------------------------------------------------------------------- 3 Literature Review----------------------------------------------------------------------- 3 Methodology------------------------------------------------------------------------------ 4 Critical... 1,759 Words | 6 Pages
  • Customers Relationship Management - 4308 Words  1.0 Introduction to CRM. 2.0 CRM in Marketing, Sales Force Automation, CRM in e-Business, Analytical CRM and planning and managing CRM programmes. 3.0 Emerging concepts in CRM, CRM Strategy, Implementing CRM, Relationship Management in B2B Commerce, CRM in services and e-CRM. 4.0 Segmentation and Selection. 5.0 Retention and Cross-sell Analysis Introduction to CRM. CRM is the abbreviation for... 4,308 Words | 13 Pages
  • A Taxonomy of Customer Relationship Management A Taxonomy of Customer Relationship Management Analyses for Data Warehousing Colleen Cunningham and Il-Yeol Song College of Information Science & Technology Drexel University Philadelphia, PA, 19104 USA [email protected], [email protected] Abstract Customer Relationship Management (CRM) is a strategy that supports an organization’s decision-making process to retain long-term and profitable relationships with its customers. Effective CRM analyses require a detailed data warehouse model that... 4,305 Words | 17 Pages
  • Customer Relationship Management - 1936 Words Customer Relationship Management RELATED KEYWORDS: * Real Estate * Companies * Infrastructure * Social Media * Ibm * | More Popular Articles About Customer Relationship Management NEWS SmartCompany, Iteamic in tieup October 26, 2004 | TNN BANGALORE: US-based SmartCompany has entered into a strategic alliance with Bangalore-based Iteamic, an innovative IT service company serving start-ups and small and medium enterprises, for the expansion of their market in Asia... 1,936 Words | 7 Pages
  • Customer Relationship Management - 5329 Words IJRFM Volume 1, Issue 3 (July, 2011) (ISSN 2231-5985) GAINING THE COMPETITIVE EDGE THROUGH CRM – A STUDY ON PRIVATE SECTOR BANKS Yogita Narang* Atul Narang** Dr. Shalini Nigam** ABSTRACT Customer relationship management (CRM), being disciplined and holistic approach in identifying the tastes and preferences on individual basis to enhance relationship over the customer’s life, is the buzz word for competitive advantage and so the companies are spending enormous resources on it. In... 5,329 Words | 21 Pages
  • Customer Relationship Management and Netflix Different system in Netflix Yilin Zhou 11040004 Director Professor Yehia Mortagy 03.05.2013 Abstract First part I will introduce the background of Netflix and what are they mainly business. Following is different system application in Netflix. First one is Porter`s models analysis. This framework for industry analysis and business strategy development formed can help us see today`s Netflix. Then is Netflix Prize that was a competition to help Netflix got better system database. I... 2,855 Words | 9 Pages
  • Customer Relationship Management - 2846 Words Customer relationship management (CRM) is the new title for relationship marketing. Explain why this is so and suggest how CRM can be effectively incorporated into a marketing plan. Over the past fifteen years Relationship marketing (RM) has been slowly developing into customer relationship management (CRM) (Gilligan et al 2003). Markets change, even when profitable, they may mature and saturate, so we cannot be surprised that companies are changing their strategies in order to satisfy the... 2,846 Words | 10 Pages
  • Customer Relationship Management - 432 Words Customer Relationship Management Healthy Pets has decided that we are in need of Customer Relationship Management (CRM) software for our growing company. Since our customer base is growing and it is hard to remember all of our customers. Healthy Pets knows that with a decent CRM product, we can keep all of our customer’s information in one place letting our computer handle the tasks of remembering information about our clients. CRM allows Healthy Pets to use the benefit of technology to build... 432 Words | 2 Pages
  • customer relationship management - 542 Words Customer relationship management or CRM is not just the application of technology, but is a strategy to learn more about customers' needs and behaviours in order to develop stronger relationships with them. It enables businesses to: Understand the customer Retain customers through better customer experience Attract new customer Win new clients and contracts Increase profitably Decrease customer management costs It is usually more profitable in the long run for a company to keep... 542 Words | 2 Pages
  • Customer Relationship Management - 933 Words CRM refers to Customer Relationship Management. It is a strategy that a business or a company to adopt so as to reduce cost and increase profitability by increasing customers’ loyalty and satisfaction, i.e. the knowledge about their customers’ needs and wants… etc. By knowing their customers, companies can store customers information so as to for future analysis and manage the customers relationship. In CRM, it will mainly go through 4 processes, i.e. identify the customers, differentiate them... 933 Words | 3 Pages
  • CRM- Customer relationship Management 2010:111 CIV MASTER'S THESIS Customer Relationship Management Jens Berfenfeldt Luleå University of Technology MSc Programmes in Engineering Industrial Business Administration Department of Business Administration and Social Sciences Division of Industrial marketing and e-commerce 2010:111 CIV - ISSN: 1402-1617 - ISRN: LTU-EX--10/111--SE "If growth is what you're after, you won't learn much from complex measurements of customer satisfaction or retention. You simply need to... 34,123 Words | 168 Pages
  • Social Customer Relationship Management Over the past decades, many companies use CRM strategy to oversee the activities of the customers (Ngai, 2005; Chen & Popovich, 2003; Mendoza, et al., 2006 cited in Mosadegh & Behboudi, 2011). The processes and the technologies in the traditional CRM is designed to maintain relationships for potential repeat purchases. Customer management is based on the operational responses, which is from the sales, marketing and customer services sections. Data and information collected from the customers... 992 Words | 4 Pages
  • Customer Relationship Management and Systems ISYS104 Tutorial – week 10 Business Problem-Solving Case: Symantec’s ERP Turmoil (p.397) 1. What concepts in this chapter are illustrated in this case? Symantec Corporation started out with good intentions. Shortly after acquiring Veritas it began an ERP rollout that was designed to standardize and unify the Symantec and Veritas information systems. The goal was to create a single ERP system, within which all of the company’s extensive network of resellers, integrators, distributors,... 3,295 Words | 12 Pages
  • Customer Relationship Management - 12114 Words Chapter # 1 NATURE AND SCOPE OF CRM “ CUSTOMER IS THE KING ” - TODAY’S SELLER 1. NATURE AND SCOPE OF CRM The Customer is King! This credo is more powerful, relevant and true today than ever before. In a truly customer driven economy, success depends on a company's ability to be with the customer on a round the clock basis… satisfying all their product and service specific needs. Simply stated, Customer Relationship Management (CRM) is about finding, getting,... 12,114 Words | 39 Pages
  • customer relationship Management - 9905 Words Executive summary Many organizations today are focused on improving the flexibility and performance of cloud applications. Although flexibility and performance are important, cloud applications must also be available to users whenever they want to connect. This paper focuses on key methodologies that technical decision makers can use to ensure that your cloud services, whether public or private, remain available to your users. At a high level, each cloud session consists of a customer... 9,905 Words | 36 Pages
  • Customer Relationship Management - 3632 Words CRM is both a business strategy and a set of discrete software tools and technologies, with the goal of reducing costs, increasing revenue, identifying new opportunities and channels for expansion, and improving customer value, satisfaction, profitability, and retention. CRM software applications embody best practices and employ advanced technologies to help organizations achieve these goals.( Mc Dougall,2004) CRM focuses on automating and improving the institutional processes associated with... 3,632 Words | 10 Pages
  • Customer Relationship Management at Tesco CUSTOMERS RELATIONSHIP MANAGEMET AT TESCO A Must, Every Customer Wants to be satisfied 7/7/2011 Name: Table of Contents Chapter 1. Executive Summary ….….………………………….………………3 Chapter 2. Literature Review……………………………………………………4 Chapter 3. Limitations to Research……………………………………………..6 Chapter 4. Research Methodology……….……………………….….…..……..7 Chapter 5. Research Findings and Results ……………...……..…………………9 Chapter 6. Evaluation…………………………………………………………...10 References... 1,624 Words | 9 Pages
  • Customer Relationship Management Systems Running head: Customer Relationship Management Systems Customer Relationship Management Systems Author Note: This paper was prepared for Introduction to Information Systems, Fall 2013 Abstract Customers have become increasingly aggressive in their demands for superior quality, but also for quick to respond service. Customer relationship management is the response to this growing need. In this paper, we will learn about the different types of CRM systems,... 1,370 Words | 5 Pages
  • Customer Relationship Management Assignment SCHOOL OF HOSPITALITY, TOURISM AND CULINARY ARTS BACHELOR OF INTERNATIONAL HOSPITALITY MANAGEMENT (HONS.) HTM2232 SALES AND CUSTOMER RELATIONS MANAGEMENT ASSIGNMENT NAME : TAN KHAI XIN I/D : 0302483 BATCH : BH 5 GROUP : 8 LECTURER: LEE SOO SIAN SUBMISSION DATE: 31 May 2013 INTRODUCTION CRM is the information industry abbreviation for customer relationship management which is commonly used to describe a... 2,181 Words | 9 Pages
  • Customer relationship Management - 882 Words CRM is the abbreviation for customer relationship management. It entails all aspects of interaction that a company has with its customer, whether it is sales or service-related. While the phrasecustomer relationship management is most commonly used to describe a business-customer relationship, CRM systems are used in the same way to manage business contacts, clients, contract wins and sales leads. CRM is often thought of as a business strategy that enables businesses to: Understand the... 882 Words | 3 Pages
  • Customer Relationship Management: Summary Definition CRM CRM is a core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit grounded on high-quality customer-related data and enabled by information technology (book) Types of CRM Strategic CRM: customer-centric business strategy Dedicated to winning and keeping customers by creating and developing better value than competitors.Product oriented: customer choose products with best... 3,224 Words | 13 Pages
  • Customer Relationship Management - 1620 Words INTRODUCTION Customer relationship management or well known of CRM, its application that able companies to move towards becoming centred organisation by giving priority to the customer at the centre of all the information and also giving the authorised to the people within the organisation. CRM also is a customer-focused business strategy that designed to optimize customer loyalty and revenue. A company CRM builds a customer list or handle customer support cases, they taking it under CRM... 1,620 Words | 5 Pages
  • Customer Relationship Management - 8790 Words Unit 11: Customer Relationship Management Learning Objectives: After studying this unit you will be able to: * Understand the meaning and importance of Customer Relationship Management. * Identify the differences between Traditional marketing, Relationship Marketing and CRM * To understand strategies for retaining customers & building Brand Loyalty through CRM 11.1 Meaning and Importance of CRM: 11.2.1 Meaning of CRM: Customer relationship... 8,790 Words | 28 Pages
  • Customer Relationship Management - 2989 Words CUSTOMER KNOWLEDGE MANAGEMENT ( Hard Wiring) • • • • • WHAT IS LISTENING TO CUSTOMER? STEPS TO HARD WIRING COMMON MISTAKES IN HARD WIRING. ACTION POINTS FOR HARD WIRING. CUSTOMER INTERACTION MODEL Achieving customer satisfaction would be impossible without a well defined process for focusing the entire organisation on the customer…. Robert Schrandt, Toyota 2011 CUSTOMER RELATIONSHIP MANAGEMENT-MOHAN.B.RAO For Restricted Circulation only 1 WHAT SOME DO? • Handful... 2,989 Words | 35 Pages
  • Issue in Customer Relationship Management COLLEGE OF BUSINESS MANAGEMENT & ACCOUNTING MARKETING AND ENTREPRENEUR DEPARTMENT CAMPUS SULTAN HAJI AHMAD SHAH MUADZAM SHAH PAHANG ISSUE OF MARKETING IN MALAYSIA MKGB 383 SEMESTER 1, SESSION 2013/2014 ISSUES IN CUSTOMER RELATIONSHIP MANAGEMENT MUHAMMAD FAKRUL RAFIE BIN SAZALI MT085246 Settlement of Toys "R" Us Class Action Which Alleged That Full Refunds Were Not Provided This is the issue at hand in a class action lawsuit against Toys “R” Us for allegedly failing to... 2,088 Words | 6 Pages
  • Customer Relationship Management - 1562 Words Making sense of customer relationship management   Software applications that automate the marketing, selling and service functions of the businesses. Levels of CRM: ◦ Strategic CRM ◦ Operational CRM ◦ Analytical CRM    Winning and keeping profitable customers Focused on the development of a customer – centric company Three other major business orientations: ◦ Product – centric ◦ Production centric ◦ Sales – centric  Focused on: ◦ marketing... 1,562 Words | 18 Pages
  • Customer Relationships Management - 2160 Words Customer relationship management (CRM) is a business philosophy and set of strategies, programs, and systems that focuses on identifying and building loyalty with a retailer’s most valued customers (Levy, Weitz 275). A loyal customer is one who is committed to purchasing merchandise and services from a specific retailer, he or she resists the efforts of competitors, and also has an emotional attachment to a retailer. The four steps involved in the formation of a CRM program are collecting... 2,160 Words | 6 Pages
  • Customer Relationship Management - 2098 Words Customer Relationship Management Challenges in E-business Savita Verma1, Umang Soni2, Anirban Kundu3 Mechanical Engineering Department, Indian Institute of Technology Delhi Indian Institute of Technology Delhi, Hauz Khas, New Delhi-110016, India [email protected] [email protected] [email protected] Abstract— This paper presents essence of Customer Relationship Management (CRM) and its emerging research from challenges in e-business perspective. The challenges... 2,098 Words | 7 Pages
  • Customer Relationship Management - 1277 Words Productivity & Quality Tools Customer Relationship Management Prof. Melvin V. Moraga Learning Objectives • Know what CRM is and its history. • Understand the importance of CRM. • Be aware of the potential benefits and costs of CRM. • Discuss the three phases of CRM. • Understand the four tasks to creating and developing CRM. • List the advantages and disadvantages of CRM. History of CRM B&S RM CIMS CRM e-CRM Time line Late 80’s Early 90’s Mid 90’s 2002 - Future B&S – Buying &... 1,277 Words | 13 Pages
  • Customer Relationship Management - 1154 Words Literature Review: Introduction: I have chosen this topic because I believe that it is important for the service marketers to understand the power of customer relationship management (CRM), especially for delivering customized services and building loyalty. Being a marketing student encouraged me even more to study this topic while identifying the failures of CRM implementation in the services industry. Definition: First and foremost, what is service marketing? By understanding the word... 1,154 Words | 4 Pages
  • customer relationship management - 975 Words  1. Customer relationship management (CRM) is one of the most important concept of modern marketing. It is a model for managing a company’s connections with existing and upcoming customers and maintaining profitable customer relationships by delivering superior customer value and satisfaction. Nowadays, significant changes are occurring in the ways companies relate to their customers. Big corporations are using Interactive customer relationships to reach their carefully selected customers,... 975 Words | 3 Pages
  • Crm-Customer Relationship Management CRM - Customer Relationship Management Article Index 1. CRM - Customer Relationship Management 2. CRM: What are the benefits? 3. CRM: Deciding to use CRM 4. CRM: Applying CRM principles 5. CRM: Implementing the right CRM solutions 6. CRM: Further information and useful links Introduction Customers are key to all businesses, regardless of size or industry. Successful businesses build their reputation based on long term relationships with satisfied customers... 2,205 Words | 9 Pages
  • Customer Relationship Management - 3184 Words APPLICATION OF CUSTOMER RELATIONSHIP MANAGEMENT IN INFORMATION TECHNOLOGY INDUSTRY SUBMITTED TO: SUBMITTED BY: Prof. Sanchita Ghosh Shankar Narayan Batabyal Roll no: FT(FS)-11-353... 3,184 Words | 10 Pages
  • customer relationship management - 1171 Words  Table of Contents Introduction Introduction of customer relationship management 2 Importance of customer relationship management 2 Customer needs Definition 3 Types of customer needs 3 Process of identifying the customer needs…………………………………………………………………………................3 Customer expectations and satisfaction………………………………………………………. Customer expectations……………………………………………………………………………………………………………………………….4 Customer... 1,171 Words | 5 Pages
  • Customer Relationship Management and Supply Chain Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Learning Objectives 1. 2. 3. 4. 5. How do enterprise systems help businesses achieve operational excellence? How do supply chain management systems coordinate planning, production, and logistics with suppliers? How do customer relationship management systems help firms achieve customer intimacy? What are the challenges posed by enterprise applications? How are enterprise applications used in platforms for... 8,168 Words | 25 Pages
  • Modelling Electronic Customer Relationship Management Behaviour & Information Technology Vol. 28, No. 4, July–August 2009, 373–387 Modelling electronic customer relationship management success: functional and temporal considerations M. Khalifaa* and K.N. Shenb a Information Systems Department, City University of Hong Kong, 83 Tat Chee Avenue, Kowloon, Hong Kong; bDepartment of Management Information Systems, Abu Dhabi University, PO Box 59911, Abu Dhabi, United Arab Emirates (Received 23 November 2006; final version received 26 January 2008)... 10,829 Words | 32 Pages
  • Failure Analysis: Customer Relationship Management Failure Analysis: Customer Relationship Management Customer relationship management (CRM) is “an information system that combines methodologies, software, and the Internet to help an organization establish stronger customer relations with customers” (Awad, 2007, p. 296, para. 1). Through human involvement and information technology, CRM allows organizations to gain insight into customer demographics and market trends. Additionally, CRM helps organizations enhance their customer... 941 Words | 3 Pages
  • A Strategic Framework for Customer Relationship Management A Strategic Framework for Customer Relationship Management Introduction: This article explores the plethora of literature available on CRM and relationship marketing and emphasizes the need for a single, process-based framework that helps in making a comprehensive CRM strategy followed by its successful implementation. The objective is to highlight CRM’s role in... 1,503 Words | 5 Pages
  • Customer Relationship Management and Big Bazaar ASSINGEMENT On Customer relationship management (bigbazaar) (Sub:CRM) Submitted by SHIKHA GANGWAR Under the Guidance of Mr. Satya S. Banerjee (Asst. Prof. FMS) Submitted to National Institute of Fashion Technology, Department of Fashion Management Studies, Ministry of Textiles, Government of India Plot no. 24, Chandaka Industrial Estate, Opp. KIIT School of Management, Bhubaneswar, Odisha. 2012-2014 What is CRM (customer relationship management)? CRM (customer... 2,616 Words | 8 Pages
  • Customer Relationship Management System (CRM) The Customer relationship management (CRM) is about the management of the clientele, their records and their relation and to use this data to further develop the customer relation policies and management decisions. Basically the CRM is the integration of people, technology and the business process in the quest to protect the existing clientele and provide the pragmatic opportunities to further enhance the circle of satisfied and loyal customers. The CRM is the catalyst that provides useful... 2,338 Words | 7 Pages
  • Customer Relationship Management and Nike Inc. INDIVIDUAL ASSIGNMENT Table of Contents ABSTRACT: 3 INTRODUCTION: 3 LITRATURE REVIEW: 5 Technology Acceptance Model: 5 THEORY OF PLANNED BEHAVIOR: 6 WEB2.0: 7 SOCIAL CRM/ CRM2.0: 9 METHODOLOGY: 10 FINDINGS AND RESEARCH: 11 CONCLUSION/ RECUMANDATION: 13 REFERENCES: 15 APPENDIX A 17 APPENDIX B 18 ABSTRACT: Web2.0 is a hottest topic among the different companies; many companies using web2.0 application to interact and stay connect with their online customers and... 3,313 Words | 10 Pages
  • Customer Relationship Management Information Flow P ON I H TI S A N O RM I T O A L NF E R TI ER EN M M L O E A T G D S N A I U T N C A A W K M O I FL H A N S INTRODUCTION In this presentation, I will be presenting the importance of a Customer relationship management system. A CRM system is one of the most important systems of a company. It is a great tool for management to help satisfy customers and increase sales. A CRM is a Computer software that is populated with information pertaining to customer related aspects. It organize, tracks and... 275 Words | 4 Pages
  • Customer Relationship Management and Flight Attendants Essentials of MIS Additional Cases 1 BUSINESS PROBLEM-SOLVING CASE JetBlue Hits Turbulence In February 2000, JetBlue started flying daily to Fort Lauderdale, Florida and Buffalo, New York, promising top-notch customer service at budget prices. The airline featured new Airbus A320 planes with leather seats, each equipped with a personal TV screen, and average one-way fares of only $99 per passenger. JetBlue was able to provide this relatively luxurious flying experience by using... 2,315 Words | 7 Pages
  • Customer Relationship Management and Hero Cycles Assignment : Information Systems Devneeta Law Bhusan 77114000456 Question 1: ! 1. Rajat, a young entrepreneur is planning to invest in a new chain of restaurants. In his opinion, keeping customers happy, not only by providing good food, but also excellent service is the key to staying competitive. ! a) Explain in your own words, how customer relationship management is proving to be a successful tool for organisations to retain and attract new customers. b) Suggest different... 3,130 Words | 19 Pages
  • Customer Relationship Management Test Review Marketing 465-Test 1 Review *Definition of CRM (ch. 1) -- practice of analyzing and utilizing marketing databases and leveraging communication technologies to determine corporate practices and methods that will maximize the lifetime value of each individual customer to the firm Definition from Perils Article: CRM aligns business processes with customer strategies to build customer loyalty and increase profits over time. *Definition of Strategic CRM (ch. 3) -- business strategy and... 599 Words | 3 Pages
  • Electronic Customer Relationship Management (Ecrm) 2008:042 MASTER'S THESIS Electronic Customer Relationship Management (eCRM) - customers’ perception of value from eCRM features on airline e-ticketing Websites Iftikhar Ahmad Ataur Rahman Chowdhury Luleå University of Technology Master Thesis, Continuation Courses Electronic Commerce Department of Business Administration and Social Sciences Division of Industrial marketing and e-commerce 2008:042 - ISSN: 1653-0187 - ISRN: LTU-PB-EX--08/042--SE ABSTRACT Abstract The purpose... 31,434 Words | 105 Pages
  • Customer Relationship - 10871 Words CUSTOMER RELATIONSHIP MANAGEMENT IN MARKETING FINANCIAL SERVICES (A CASE STUDY OF UNIBANK GHANA LIMITED) ABSTRACT Customer relationship management is a customer focused business strategy that dynamically integrates sales, marketing and customer services, in order to create and add value for the company and its customer. Consequently, the research project addresses problems of customer relationship management in the banking industry. Some of the problems are in the past... 10,871 Words | 44 Pages
  • customer relationship - 2054 Words Sino College Customer Relations Management Strategies Victor Chak Billy Keung Jonathan Cheung Customer Relationship Management (BMC 333) Kenneth Ng 22/11/2013 Table of Contents Introduction 1 Contents 2 1.Organization background 1.1 Weakness in CRM strategies 2.1 2.New mission statement 2.1 Slogon & core value 2.2 Target market selection 2.2 3.New Loyalty program 2.4 4.General Customer relations strategies 2.5 Conclusion Reference... 2,054 Words | 8 Pages
  • Customer Relationship - 464 Words AL MUNIR HOTEL AND SPA GROUP 1- Customer relationship management : Is a widely implemented model for managing a company’s interactions with customers, clients, and sales prospects. It involves using technology to organize, automate, and synchronize business processes principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, service and retain those the company already has,... 464 Words | 3 Pages
  • Customer relationship - 357 Words Introduction Customer relationship management Customer relationship management (CRM) is a system for managing a company's interactions with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. The purpose of customer relationship management is to extend the management, and improve the competition capability of the enterprises. The Real estate sector is rapidly growing.... 357 Words | 2 Pages
  • Customer Relationship Management in Iloilo City, Philippines Customer Relationship Management in Small and Medium Sized Enterprises in Iloilo City and Its Effect on Customer Satisfaction A Research Proposal Submitted to The Faculty of the Dept. of Business College of Business and Accountancy By: Ronel Abdallah, Jr. Jose Francel Celda Nathan Labatorio, Jr. Glayzee Galaraga Tristian Silvederio John Mark Villanueva Criscel Almeñana Acknowledgements We would like to thank our dear God for giving us the strength to complete this... 451 Words | 3 Pages
  • Literature Review on Customer Relationship Management of Hotels. HOSPITALITY INDUSTRY AND CUSTOMER RELATIONSHIP MANAGEMENT: The hospitality industry is a broad category of fields within the service industry that includes lodging, restaurants, event planning, theme parks, transportation, cruise line, and additional fields within the tourism industry. The hospitality industry is a several billion dollar industry that mostly depends on the availability of leisure time and disposable income. “CRM”, or Customer Relationship Management, is one of the most... 1,091 Words | 4 Pages
  • PROJECT ON CUSTOMER RELATIONSHIP MANAGEMENT WITH RELIGARE SECURITIES LTD 1 PROJECT ON CUSTOMER RELATIONSHIP MANAGEMENT WITH RELIGARE SECURITIES LTD (REGIONAL OFFICE, BMCC ROAD, PUNE) TABLE OF CONTENTS Chapter 1. Rationale of the Study. Chapter 2. Objectives of the study.  Title of the project  Objective of the study  Scope of the study Chapter 3. Profile of the company. Chapter 4. Review of Literature. Chapter 5. Research Methodology  Research Design  Data Collection Methods / Sources  Sampling Plan which should include sampling unit, sampling... 7,700 Words | 32 Pages
  • Customer Relationship Management and Sales Force Automation Chapter7 ANSWERS TO DISCUSSION QUESTIONS 1. How is e-business “redefining old business models, with the aid of technology, to maximize customer value? e-business is more than just buying and selling of products and services through the means of digital media. Whereas e-commerce concentrates on buying and selling, e-business encompasses e-commerce and a whole lot more. For example, e-business includes both front – and back-office applications that form the engine for modern business.... 1,729 Words | 6 Pages
  • Customer Relationship Management Systems and Social Media Marketing A wave of new technologies exists today to aid marketers in reaching and researching existing and prospective customers. Even tools thought of as "new" a decade ago, such as internet advertising, e-mails, and text messaging, are now seen as the norm or even antiquated. Newer technologies, including GPS, DVR's, social media and smart phone applications, are becoming increasingly important. Two major tools being used today are customer relationship management systems (CRMs) and social media... 290 Words | 1 Page
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  • Customer Relationship Management: a Framework, Research Directions, and the Future Customer Relationship Management: A Framework, Research Directions, and the Future Russell S. Winer Haas School of Business University of California at Berkeley April 2001 Introduction The essence of the information technology revolution and, in particular, the World Wide Web is the opportunity to build better relationships with customers than has been previously possible in the offline world. By combining the abilities to respond directly to customer requests and to provide the... 6,858 Words | 24 Pages
  • Crm (Customer Relationship Management) in Computer Hardware Servicing * The CRM and the examples of its different applications CRM (Customer Relationship Management) is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the... 495 Words | 2 Pages
  • Customer Relationship Management Case Royal Bank of Canada Allice Sharon Carine Bourgeaux Nur Afidah Stephanie Courtadon Customer Relationship Management Case ROYAL BANK OF CANADA Developing and Implementing CRM Strategies Royal Bank of Canada I. A GLANCE LOOK OF RBC (Royal Bank of Canada) The Royal Bank of Canada is the leading financial services provider in Canada. It has a $ 165 million asset, $ 1 billion profit. The service from this company relates with a huge amount of customer, for their customer base reach over 10 million and 1.3... 2,213 Words | 7 Pages
  • Case: Customer Relationship Management and Competitive Advantage Case Study Questions and Answer: 1. Do you agree with the argument made by Nicholas Carr to support his position that IT no longer gives companies a competitive advantage? Why or why not? Answer: I do not agree, IT is more expensive because of the technology that being use. Their are more training to overcome to understand the technology to those who are new to it. If all companies in a competitive industry invest in IT at the same approximate level of expenditure then IT cannot be a... 292 Words | 1 Page
  • Deploying the Customer Relationship Management (Crm) in Retail Banking DEPLOYING THE CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN RETAIL BANKING A Research Paper Company: HDFC Retail Banking, India. Submitted By ANIL KUMAR DEVARAKONDA (111-00-2004) DATE: August 21st, 2011 COURSE: MKTG 510 – Electronic Commerce INSTRUCTOR: PROFESSOR GEORGE EDEH UNIVERSITY OF NORTHERN VIRGINIA 7601 LITTLE RIVER TURNPIKE, ANNANDALE, VA 22003 Abstract This research paper attempts to conduct a study of deployment of Customer Relationship Management (CRM) best... 1,848 Words | 7 Pages
  • Customer Relationship Management and Business Support Projects I have been asked to provide a briefing note for a new starter. Below is a summary of information that will be given to the new starter so that they have a chance to gain some understanding of the organisation and what we do and how we operate. • An introduction to the organisation: At Accent we have been providing high quality social housing for rent and sale for over 40 years, and we remain firmly committed to providing our residents with the excellent homes and top quality services they... 1,794 Words | 8 Pages
  • New Age Banking and the Customer Relationship Management BANKING PROJECT | October 2 2011 | ABSTRACT: The pulse of this era says that for a successful venture customer relationship management (CRM) is to recognized as a widely acceptable concept. In simple words to understand CRM we can consider it another name for the banker customer relationship. Macro-economic factors like globalization, liberalization and modernization has given it a... 4,655 Words | 17 Pages
  • Customer Relationship Management (Crm) Strategy for Banking COM5407 Financial Communication & Promotion Individual Assignment As the product manager, I propose to employ the data mining techniques, as an important implementation of our Customer Relationship Management (CRM) strategy, to better understand the clients of our third party products and increase our profitability. Our bank has various sorts of third party products ranging from mutual funds, insurance products to bonds. Commission is earned on selling other companies' products.... 1,218 Words | 4 Pages
  • Customer Relationship Management Helps Chase Card Services Manage Customer Calls INTERACTIVE SESSION: ORGANIZATIONS CUSTOMER RELATIONSHIP MANAGEMENT HELPS CHASE CARD SERVICES MANAGE CUSTOMER CALLS If you have a credit card, there's a good chance that it is from Chase. Chase Card Services is the division of JP Morgan Chase which specializes in credit cards, offering a vast array of credit card products such as the Chase Rewards Platinum Visa card. As one of the [argest credit card issuers in the United States, the company fields a correspondingly large amount of... 1,085 Words | 4 Pages
  • A Process-Oriented Perspective on Customer Relationship Management Industrial Marketing Management 39 (2010) 1170–1185 Contents lists available at ScienceDirect Industrial Marketing Management A process-oriented perspective on customer relationship management and organizational performance: An empirical investigation Abbas Keramati a,⁎, Hamed Mehrabi b, Navid Mojir a a b University of Tehran, Industrial Engineering Department, Iran University of Tehran, Information Technology Management Department, Iran a r t i c l e i n f o a b s t r a c... 16,010 Words | 49 Pages
  • Customer Relationship Management: Emerging Concepts, Tools and Applications MANAGING CUSTOMER RELATIONSHIPS 3 CHAPTER 1 MANAGING CUSTOMER RELATIONSHIPS RUTH N. BOLTON AND CRINA O. TARASI Abstract The customer relationship management (CRM) literature recognizes the long-run value of potential and current customers. Increased revenues, profits, and shareholder value are the result of marketing activities directed toward developing, maintaining, and enhancing successful company–customer relationships. These activities require an in-depth understanding of the... 20,028 Words | 60 Pages
  • Using Data Mining in Customer Relationship Management Expert Systems with Applications 37 (2010) 5259–5264 Contents lists available at ScienceDirect Expert Systems with Applications journal homepage: Cluster analysis using data mining approach to develop CRM methodology to assess the customer loyalty Seyed Mohammad Seyed Hosseini *, Anahita Maleki, Mohammad Reza Gholamian Industrial Engineering Department, Iran University of Science and Technology, Tehran, Iran a r t i c l e i n f o a b s t r a c t... 3,704 Words | 12 Pages
  • The Influence of Customer Relationship Management to Customer Satisfaction and Retention in Property and Casualty THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT TO CUSTOMER SATISFACTION AND RETENTION IN PROPERTY AND CASUALTY INSURANCE BROOKE ELLEN LYTTLE Bachelor of Arts in Psychology and Criminal Justice Kent State University May, 2003 Submitted in partial fulfillment of requirements for the degree MASTER OF ARTS IN PSYCHOLOGY at the CLEVELAND STATE UNIVERSITY May, 2008 This thesis has been approved for the Department of Psychology and the College of Graduate Studies Thesis Chairperson,... 10,592 Words | 39 Pages
  • Customer Relationship Management and Support Related Cost Harrah’s Entertainment Case Questions 1. Discuss briefly the factors that drove Harrah’s customer relationship strategy. 2. Discuss briefly the integration between Harrah's patron database and the marketing workbench. 3. Discuss briefly whether Harrah’s business and IT strategies were aligned, and what factors contributed to or detracted from achieving alignment. 4. Does Harrah's have a sustainable competitive advantage? Can other companies duplicate what Harrah's has done? 5. What... 484 Words | 2 Pages
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  • Customer Seller Relationship - 516 Words Do customers care about relationships with sellers? Customer relationship management (CRM) is a business philosophy designed to improve satisfaction of existing customers and to acquire new customers by communicating with them and better understanding their individual needs. The role CRM is playing in business is getting more important than ever. More and more companies are pursuing CRM, investing huge amounts into CRM-related staff training and latest technology, spending majority of their... 516 Words | 2 Pages
  • Customer Relationship Marketing - 1923 Words Delivering Customer Value – Customer Relationship Marketing Introduction In the past few decades Customer relationship was none existence with business organization making no effort to build relationships with its customers. But since then strong competition has forced business to form long lasting relationships with its customers, if it needs to stay in business. The term Customer Relationship Marketing first emerged during the 1990’s. It was made possible due to the advancement in IT... 1,923 Words | 5 Pages
  • Customer relationship menagement - 1602 Words  The Hong Kong Institute of Vocational Education Department of Business Administration Customer Relationship Management c55fb2db164da7c3d0dd3d66d2235cce.doc LECTURE OBJECTIVES Understand relationship marketing. Understand the differences between relationship marketing and transaction marketing. Understand customer relationship management Identify the essential concepts on customer relations – customer satisfaction and customer loyalty 1. Understand Relationship Marketing... 1,602 Words | 8 Pages
  • Services Marketing and Customer Relationship Spring 2010 (Jan-Jun) Master of Business Administration-MBA Semester 4 MK0006 – Services Marketing and Customer Relationship Management - 2 Credits (Book ID: xxxxxxx) Assignment Set- 1 (30 Marks) Note: Each question carries 10 Marks. Answer all the questions. Q.1 a. What do you mean by physical evidence in services? Give examples. (5 marks) b. Write a note on service development. (5 marks) Q.2 a. Briefly explain the terms “customer expectation” and “customer perception”. (6 marks) b.... 262 Words | 2 Pages
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  • Customer Relationship Mgmt - 6873 Words Examination Paper: Customer Relationship Management IIBM Institute of Business Management Examination Paper Customer Relationship Management Section A: Objective Type (30 marks) • • • This section consists of Multiple Choice questions & Short notes type questions. Answer all the questions. Part One questions carry 1 mark each & Part Two questions carry 4 marks each. MM.100 Part One: Multiple Choices: 1. High congruence means: a. High probability of success b. Low probability of success c.... 6,873 Words | 19 Pages
  • Microeconomics of Customer Relationships - 734 Words Unit 1 Assignment 2 A Summary of Reichheld’s journal article “The Microeconomics of Customer Relationships” Michael G. Castro Capella Univeristy MBA6008 – Global Economic Environment Professor Hidsell January 10, 2013 Customer Relationship Management is a way of creating and evolving your organization in the market place and at the same time in the mind of each individual customer. Customer expectations such as product quality, service responsiveness, price stability and the... 734 Words | 3 Pages
  • Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development Peter C. Verhoef Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development Scholars have questioned the effectiveness of several customer relationship management strategies. The author investigates the differential effects of customer relationship perceptions and relationship marketing instruments on customer retention and customer share development over time. Customer relationship perceptions are considered evaluations of... 4,813 Words | 16 Pages
  • the influence of customer relationship in business 2013 The Influence of Customer Relationship Management in Business What makes a business prosper? What keeps your costumers coming back to your business rather than going to others? How can you continue to blossom as a business owner? There are many questions to be answered in the world of business. However, there is not just one correct answer. The motives of people and their needs can be different with everyone. But there is something that every successful... 1,599 Words | 5 Pages

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