Business, Management and Accounting
8 years ago

Successful CRM strategies lead to increased customer loyalty and profitability!

A critical analysis of Customer Relationship Management from strategic perspective
Sreenivasan Jayashree, Somayeh Shojaee, Solmaz Pahlavanzadeh

Paper Summary

Customer Relationship Management (CRM) is a way for companies to connect with their customers using processes, people, and technology. By focusing on customer loyalty and using the right balance of process, people, and technology, organizations can be successful with CRM. Factors like politics, economics, society, and technology can impact CRM. By analyzing strengths, weaknesses, opportunities, and threats, organizations can develop strategies to make their CRM practices successful.

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