Social customer relationship management: a customer perspective

Customer Relationship Management: Implementation Process Perspective

Customer relationship management (CRM) can help organizations manage customer interactions more effectively to maintain competitiveness in the present economy. As more and more organizations realize the significance of becoming customer-centric in today's competitive era, they adopted CRM as a core business strategy and invested heavily. CRM, an integration of information technology and relatio...

Customer Relationship Management: Implementation Process Perspective

Customer relationship management (CRM) can help organizations manage customer interactions more effectively to maintain competitiveness in the present economy. As more and more organizations realize the significance of becoming customer-centric in today’s competitive era, they adopted CRM as a core business strategy and invested heavily. CRM, an integration of information technology and relatio...

Increasing Customer Intimacy through Customer Relationship Management

Customer intimacy is a relationship between a company and its customer, where the company collects information to better understand and serve the customer. Many online companies want to establish this relationship, and if successfully formed, it is expected that customer loyalty will increase, resulting in increased revenue for the company. However, the desire of the company to collect intimate...

KLM’s Customer Relationship Management

Customer Relationship Management: Proposed Framework from a Government Perspective

Customer Relationship Management (CRM) has grabbed the attention of both practice and research in the past decade, developing into an area of major significance. The focus of the CRM concept is to build a long-term and value-added relationship for both the organisation and customers. Governments – although considered late followers compared to the private industry – have been showing growing in...