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Customer Relationship Management Implementation Gaps. An Evaluation of Divergent Perspectives on Customer Relationship Management: Towards a Common Understanding of an Emerging Phenomenon.
New Consumer Marketing: Managing a Living Demand System.
The Importance of Customer Satisfaction and Customer Complaint Towards a Better Quality Service Using Six Sigma: An Academic Perspective.
It also points to the development of the CRM research field during the past two decades, including an increased focus on Strategic CRM.
Furthermore, it points to voids in CRM research that call for further studies.
This paper analyzes the concept of Customer Relationship Management (CRM).
The literature reviews strengthen the notion that the increase of customer loyalty can be achieved through positive impact of CRM strategy. ojs2 has produced an error Message: WARNING: htmlspecialchars(): Invalid multibyte sequence in argument In file: D:\Sites\OJS_at_ line: 26 Stacktrace: File: (unknown) line (unknown) Function: PKPApplication-error Handler(2, "htmlspecialchars(): Invalid multibyte sequence in argument", "D:\Sites\OJS_at_ 26, Array(3)) File: D:\Sites\OJS_at_ 26 Function: htmlspecialchars("Olof Wahlberg, Christer Strandberg, Hkan Sundberg, Karl W.Sandberg", 3, "utf-8") File: D:\Sites\OJS_at_ php line 961 Function: smarty_modifier_escape("Olof Wahlberg, Christer Strandberg, Hkan Sundberg, Karl W. Information Technology for Management: Transforming Organizations in the Digital Economy 4th ed. Classifying and Selecting e-CRM Applications: An Analysis-based Proposal. The current challenge is effective utilisation of these data in CRM processes and selection of appropriate data analytics techniques.Data analytics techniques help find hidden patterns in data.In spite of the most essential advantages of CRM, there are some difficulties in CRM implementation for many organizations. Therefore, this study attempts to investigate and find out the key elements of CRM that can lead to the increase of customer satisfaction and loyalty. Customer Relationship Management: In B2C Markets, often less is more, California Management Review. In addition to this, the purpose is to identify under-researched areas in the body of CRM research in which there are research questions requiring to be addressed by means of further research.Design/methodology/approach A review is made of articles in three major journals.