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Customer relationship management has been defined as “a business approach that integrates people, processes, and technology to maximise relationships with customers” Goldenberg (2008, p.3). Mueller (2010) characterises customer relationship management aspect of the business as a highly dynamic, and convincingly argues that businesses have to adopt a proactive approach in devising relevant programs and initiatives in order to remain competitive in their industries.
Sinkovics and Ghauri (2009) relate the necessity for engaging in customer relationship management to high cost of direct sales, highly intensifying level of competition in the global level, and need for information about various aspects of the business in general, and consumer behaviour in particular, that can be used to increase the levels of sales. According to Peppers and Rogers (2011), there is global tendency in customer relationship management that relates to the shift from transactional model towards the relationship model. Instead, businesses have to strive to maintain long-term relationships with their customers in order to maintain flexibility to adopt their increasing expectations and thus achieving their life-long loyalty.
One of the most critical sources for the research is the book “Relationship Marketing and Customer Relationship Management” authored by Brink and Berndt (2009). The work of Mathur (2010) represents another significant contribution to the research area to be used in the study. Khurana (2010), on the other hand, discusses the concept of customer relationship management in a great detail, and also addresses advantages and disadvantages associated with a range of relevant software applications. A global approach towards the issues of customer relationship management is adopted by Raab et al (2008) in “Customer relationship management: a global perspective”. Bhatia’s (2008) work, “Retail Management” is also going to be used in the proposed study due to the significance of the contribution of the work to the research area. Moreover, Cox’s (2011) “Retail Analytics: The Secret Weapon” deserves also to be mentioned in here thanks to the most modern and fresh perspective the author adopts in order to approach the research issues. A range of academic models and writings relate to this research in direct and indirect ways and some of the most relevant models are going to be explored in the study.
Another relevant model to be tested during the study constitutes Relationship Model of customer relationship management proposed by Peppers and Rogers (2011).
Verifica studiile de caz si demo-urile propuse de echipa CRM ReviewAi un proiect de referinta pentru care doresti sa realizezi un studiu de caz? Microsoft a castigat premiul anual de excelenta din partea CRM Magazine pentru functionalitatile din editia Dynamics CRM Sping Wave 2016  care va deveni disponibila comercial in curand. Nu doar companiile romanesti pastreaza datele despre clienti in Excel, ci si cele din Germania, doar ca la noi, procentul este mult mai mare (probabil spre 60%). SAP Hybris este o solutie pentru gestiunea clientilor in economia digitala, care „goes beyond CRM” dupa cum suna mesajele de marketing ale companiei. CRM, acronim pentru Customer Relationship Management, este un termen generat de industria IT pentru a defini metodologia, aplica?iile ?i capacitatea unei companii de a-si administra relatia cu clientii intr-un mod organizat. Sustine vanzarile prin partajarea informatiile intre departamentele care gestioneaza acelasi client (marketing, vanzari, service ) sau prin eficientizarea unor procese (preluarea comenzilor cu ajutorul unui PDA, spre exemplu). Personalizeaza relatia cu clientul, cu scopul imbunatatirii satisfactiei clientului si maximizarea profitului. Inainte de a avea o aplicatie CRM, o companie trebuie sa-si defineasca o politica de CRM, un mod propriu, daca nu se poate ideal, de a relationa cu clientii si pe care o aplicatie CRM sa-l automatizeze si eficientizeze. Russell Brunson claims that DotComSecrets X is a training course that teaches people all about email list building.
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This versatile 17 slide Customer relationship Management PPT deck can be used to create presentations related to CRM, customer service, and consumer marketing. BPOs, KPOs and Customer service departments will find this deck very useful to train their teams.
Download any PowerPoint Slide product from 24point0 knowing there is a professional support team behind each product. Customer relationship management (crm) is an approach to managing a company's interaction with current and future customers.
Customer relationship management (crm) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions. Our customer relationship management (crm) software systems provide consistent unified experience and personalized interaction to companies. Microsoft dynamics crm customer relationship management (crm) solution enables companies market smarter, sell effectively productively, care. Customer relationship management, crm, strategy recognized broadly implemented widely manage increase quality company’. Crm customer relationship management diana gordon michelle parsons nathan schulz overview crm? Copyright © 2014 Review Ebooks, All trademarks are the property of the respective trademark owners. In other words, Peppers and Rogers (2011) argue that satisfying customer needs as a result of on-time transaction is not sufficient today in order to ensure the long-term growth of the businesses.
Peppers and Rogers (2011) further stress that, businesses that refuses to acknowledge this tendency in the global marketplace would be risking their market share and growth prospects in the future.
The book offers an in-depth discussion of the concept of Customer Touch Map and discusses the role of information technology in facilitating customer relationship management. Namely, the author provides a wide range of specific customer relationship management techniques and principles that are used by multinational businesses.
The third edition of Pradan’s (2009) “Retailing Management” is another noteworthy source that is going to be used in the study.
The value of this specific work to the proposed research can be explained in a way that it will allow the comparison of customer relationship management principles to the similar principles exercised by other multinational retailers in a global marketplace. Bhatia (2008) offers in-depth discussions related to the use of loyalty cards by retailers, and this represents a comprehensive analysis of the issue in the secondary data. The most valuable part of this specific article is that it provides highly practical recommendations to retailers of various sizes in terms of increasing the levels of revenues through adopting a range of customer relationship management principles.
Specifically, the model advocates adopting a pro-active approach in sustaining customer relationships and proposes a set of specific principles that would assist to accomplish this task.

Intr-o exprimare extrema, CRM-ul permite unei companii sa-si organizeze o baza de date centrala in care sa se regaseasca definita relatia cu clientii in suficiente detalii pentru ca: managementul, agentii de vanzari, marketing-ul, departamentele de suport, call-centerul si poate chiar clientii sa aiba acces la informatii pentru a pune cap la cap cerintele clientilor cu produsele si serviciile din oferte. Identifica cei mai profitabili clienti pentru a le oferi cel mai ridicat nivel de servicii.
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