CRM Strategy, a 360 degrees View of the Customer

被引：0
作者：
Llamas Alonso, Ma. Rosa [1 ]
Levy-Mangin, Jean-Pierre [2 ]
Sule Alonso, Ma. Aranzazu [1 ]
机构：
[1] Univ Leon, Dept Direct & Econ Empresa, Campus Vegazana S-N, Leon 24071, Spain
[2] Pavillon LucienBrault, Dept Sci Adm, Hull, PQ J8X 3X7, Canada
来源：
CIENCIA ERGO-SUM | 2005年 / 12卷 / 01期
关键词：
relationship nlarketing; customer relationship management; customer orientation;
D O I：
暂无
中图分类号：
C [社会科学总论];
学科分类号：
03 ; 0303 ;
摘要：
CRM strategy (customer relationship management) is a business philosophy; stemming from relationship marketing that joins strategy and technology, with the objective of creating value for both customers and the company. In this paper we conceptualise this strategy, stressing key issues as well as challenges faced when implementing a God system, from different perspectives: business processes, structure, organizational culture and analytical techniques.
引用
收藏
页码：23 / 34
页数：12
相关论文
共 50 条
  • [31] Customer Relationship Management (CRM) As an Essential Part of Hotel Management
    Tvrznik, Pavel
    Jerabek, Tomas
    Malek, Zdenek
    Urbis, Pavel
    VISION 2020: SUSTAINABLE ECONOMIC DEVELOPMENT AND APPLICATION OF INNOVATION MANAGEMENT, 2018, : 5341 - 5352
  • [32] Social Customer Relationship Management (Social CRM)Application and Technology
    Rainer Alt
    Olaf Reinhold
    Business & Information Systems Engineering, 2012, 4 : 287 - 291
  • [33] Customer Relationship Management (CRM) Strategies Practices in Malaysia Retailers
    Sulaiman, Mohd Azizul
    Baharum, Mohd Amli Abdullah
    Ridzuan, Arifi
    4TH INTERNATIONAL CONFERENCE ON MARKETING AND RETAILING 2013 (INCOMAR 2013), 2014, 130 : 354 - 361
  • [34] Building clusters for CRM startegies by mining airlines customer data
    Miranda, Helena Sofia
    Henriques, Roberto
    PROCEEDINGS OF THE 2013 8TH IBERIAN CONFERENCE ON INFORMATION SYSTEMS AND TECHNOLOGIES (CISTI 2013), 2013,
  • [35] Investigating the Correlation between Customer Retention Programs of CRM and Customer Retention in E-Banking Context
    Nili, Alireza
    Keramati, Abbas
    DIGITAL ENTERPRISE AND INFORMATION SYSTEMS, 2011, 194 : 527 - +
  • [36] Does Implementation of Customer Relationship Management (CRM) Enhance the Customer Loyalty? An Empirical Research in Banking Sector
    Gopalsamy, Selvalakshmi
    Gokulapadmanaban, Suganthi
    IRANIAN JOURNAL OF MANAGEMENT STUDIES, 2021, 14 (02) : 401 - 417
  • [37] THE USE OF EXPERTONS FOR COMPLAINT HANDLING IN A CRM STRATEGY
    Gil-Lafuente, Anna M.
    Luis Bassa, Carolina
    COMPUTATIONAL INTELLIGENCE IN BUSINESS AND ECONOMICS, 2010, 3 : 375 - 383
  • [38] Implementation of a CRM project in a company: strategy for implementation
    Bravetti, Laurent
    INNOVATION AND KNOWLEDGE MANAGEMENT IN TWIN TRACK ECONOMIES: CHALLENGES & SOLUTIONS, VOLS 1-3, 2009, : 291 - 298
  • [39] THE IMPACT OF THE IMPLEMENTATION OF CRM STRATEGY ON CONSUMER BEHAVIOUR
    Miguel, M. D.
    Crespo, C. F.
    POLISH JOURNAL OF MANAGEMENT STUDIES, 2023, 27 (02): : 240 - 259
  • [40] Application of CRM Strategy in Real Estate Marketing
    Zhang, Ruixue
    Ding, Qi
    Zhang, Qilin
    PROCEEDINGS OF 2010 INTERNATIONAL CONFERENCE ON CONSTRUCTION AND REAL ESTATE MANAGEMENT, VOLS 1-3, 2010, : 1145 - 1148
12345