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Customer-focused CRM: a marketing challenge for organizations

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posted on 2006-01-01, 00:00 authored by Rodney ArambewelaRodney Arambewela
The article explains that CRM is all about building longterm business relationships with customers. It is best described as the blending of internal business processes: sales, marketing and customer support with technology. Research indicates that poor project planning, weak and
incomplete business cases, cost and complexity of the technology, lack of.technological skills, lack of system integration and lack of senior management involvement in the CRM process are among the many factors that inhibit the successful adoption ofCRM in companies. The article presents a framework for customer centric CRM.

History

Title of book

CRM implementation : a strategic approach

Chapter number

6

Pagination

71 - 80

Publisher

The ICFAI University Press

Place of publication

Hyderabad, India

ISBN-13

9788131404232

ISBN-10

8131404234

Edition

1st ed.

Language

eng

Notes

Every reasonable effort has been made to ensure that permission has been obtained for items included in Deakin Research Online. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au

Publication classification

B1 Book chapter

Copyright notice

2006, ICFAI University Press.

Extent

17

Editor/Contributor(s)

K Mukerjee

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