The CRM

Customer Relationship Management CRM Applications and Technology

2.1.5    Customer Relationship Management CRM Applications and Technology According to Barton (2002) there is a dynamic shift in today’s Customer Relationship Management CRM marketplace. He categorizes Customer Relationship Management CRM life cycles into two where he said a close butting head has been taking place. The two life cycles are Client/ Server technology and Web-based, […]

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Customer relationship management : Conceptual framework of the CRM

Customer relationship management (CRM) has once again gained prominence amongst academics and practitioners. In this paper, the authors explore the conceptual foundations of CRM by examining the literature on relationship marketing and other disciplines that contribute to the knowledge of CRM. A CRM process framework is proposed that builds on other relationship development process models.

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The Customer Relationship Management CRM Frameworks & Models

The CRM Customer Relationship Management Frameworks/Models A various range of comprehensive Customer Relationship Management CRM models have been developed. The author introduces five of them in this chapter. 2.2.1 THE IDIC Model The IDIC is described as below (Figure 2.6) Figure 2.6: The IDIC Methodology ( Peppers and Rogers, 2004) The IDIC Model has been

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Customer relationship management CRM : Implementing

Retail financial services in all markets, including emerging markets, are undergoing major transformation, driven by change, deregulation and customer sophistication. Customer service and specifically relationship management, in particular, are crucial to attaining a sustainable competitive advantage in the marketplace. The implementation of a one-to-one programme within an emerging economy is the focus of this paper,

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Implementing a customer relationship management programme in an emerging market

IMPLEMENTING A CRM STRATEGY The success of any strategy is determined by the success with which it is implemented. This is also true in the case of CRM strategies. Implementing CRM require that the organisation and the associated business processes be in place in order to facilitate its success (Brunjes & Roderick, 2002). The risk

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