A Theoretical Review of CRM Effects on Customer Satisfaction and Loyalty

S. M. Kamrul Islam Shaon and Hasebur Rahman

Central European Business Review, 2015, vol. 2015, issue 1, 23-36

Abstract: This paper has been devoted to theoretically examining the Customer Relationship Management (CRM) agenda which has been dominating the business world in recent years. Customer relationship management is a new competitive weapon for organizations for serving internal and external customers. Today's organizations are focusing on conquering the minds of customers, to make them satisfied and loyal with the help of sophisticated, well-organized CRM efforts. This paper is to explore the CRM agenda in organizational interfaces and its effectiveness with regards to customer satisfaction and customer loyalty. The related literature demonstrates that there is a significant association among effective CRM, customer satisfaction and customer loyalty.

Keywords: Customer Relationship Management (CRM); Customer Satisfaction; Customer Loyalty (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (4)

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DOI: 10.18267/j.cebr.108

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