Customer relationship management

R, Umaiyorubagam Customer relationship management., 2012 . In Innovative LIbrary Services in Digital Era, Pollachi (India), 19-21 January 2012. [Conference paper]

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English abstract

Customer relationship management (CRM) is a customer-focused business strategy that dynamically integrates sales, marketing and customer care service in order to create and add value for the company and its customers. This change towards a customer-focused strategy is leading to a strong demand for CRM solutions by companies. However, in spite of companies' interest in this new management model, many CRM implementations fail. One of the main reasons for this lack of success is that the existing methodologies being used to approach a CRM project are not adequate, since they do not satisfactorily integrate and complement the strategic and technological aspects of CRM. This paper describes a formal methodology for directing the process of developing and implementing a CRM System that considers and integrates various aspects, such as defining a customer strategy, human resources management, management of change and continuous improvement.

Item type:	Conference paper
Keywords:	Customer Relationship Management
Subjects:	C. Users, literacy and reading. D. Libraries as physical collections.
Depositing user:	Mr. UMAIYORUBAGAM R
Date deposited:	27 Oct 2016 14:17
Last modified:	27 Oct 2016 14:17
URI:	http://hdl.handle.net/10760/30123

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