Customer relationship management

International Journal of Bank Marketing, 2016
Purpose – The purpose of this paper is to develop a comprehensive integrated model which helps in explaining the impact of Customer Relationship Management (CRM) dimensions (complaint resolution, customer knowledge, customer empowerment and customer orientation) on customer loyalty and competitive advantage of a
Suhail Ahmad Bhat, Mushtaq Ahmad Darzi
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Customer Relationship Management

2003
Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective.
Anja Förster, Peter Kreuz
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Methodology for customer relationship management

Journal of Systems and Software, 2006
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.
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business
marketing
service business

computer science
service quality
process management

knowledge management
customer satisfaction
customer retention