Open Daily: 10am - 10pm | Alley door pickup 10am - 7pm 3038 Hennepin Ave Minneapolis, MN
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  • Open Daily: 10am - 10pm
    Alley-side Pickup: 10am - 7pm

    3038 Hennepin Ave Minneapolis, MN
    612-822-4611

Open Daily: 10am - 10pm | Alley-side Pickup: 10am - 7pm
3038 Hennepin Ave Minneapolis, MN
612-822-4611
Customer Relationship Management (CRM)

Customer Relationship Management (CRM)

Chakravorti, Samit

Paperback

Marketing

ISBN10: 383642875X
ISBN13: 9783836428750
Publisher: Vdm Verlag
Published: Oct 26 2007
Pages: 168
Weight: 0.61
Height: 0.36 Width: 6.69 Depth: 9.61
Language: English
Forward-looking organizations are investing in customer relationship management (CRM) technology to support the adoption of more customer centric strategies. Results have been mixed. The importance of CRM for the long term success of organizations, coupled with the skewed and incomplete understanding of it by industry, makes it a topic worthy of detailed investigation. Marketing academics too have investigated CRM from varying viewpoints and found that there has been little deliberate attempt to consolidate the conceptualizations into a holistic understanding. This is important given the nascent and evolving nature of CRM. This book takes a holistic look at the emerging issues and trends in CRM, including the effect of computer software and the accompanying new management processes on organizations, and the dynamics of the alignment of marketing, sales and services, and all other functions responsible for delivering customers a satisfying experience. In order to understand CRM better a content analysis of more than a hundred articles and documents from academic and industry sources was undertaken. Results show that there is a lack of holistic thinking and discussion of CRM in both academics and industry which is required to understand how the people, process, and technology in CRM impact each other to affect successful implementation. This book is addressed to both practitioners in a wide range of industries involved in CRM implementation and adoption efforts as well as researchers in CRM.

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