The Concept of Customer Relationship Management A Critical Review of Literature

Cabãu Liviu-Gabriel ()
Additional contact information
Cabãu Liviu-Gabriel: Facultatea de Economie ?i de Administrare a afacerilor - Universitatea de Vest Timi?oara

Ovidius University Annals, Economic Sciences Series, 2012, vol. XII, issue 2, 637-642

Abstract: This article is considered to be a landmark in both academic and business area, regarding the Customer Relationship Management (CRM). Based on previous research found in the literature, the paper aims to clarify the concept of CRM. Critical research results are reflected in the formulated responses on the following aspects of CRM: CRM context, CRM definition, CRM importance and objectives, CRM failure and CRM research. Finally, the article presents the main findings and some conclusions related to the current research.

Keywords: CRM; CRM Strategy; CRM Processes; CRM Software. (search for similar items in EconPapers)
JEL-codes: M15 M31 (search for similar items in EconPapers)
Date: 2012
References: Add references at CitEc
Citations:

Downloads: (external link)
http://stec.univ-ovidius.ro/html/anale/ENG/cuprins%20rezumate/volum2012p2v2.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ovi:oviste:v:xii:y:2012:i:2:p:637-642

Access Statistics for this article

Ovidius University Annals, Economic Sciences Series is currently edited by Spatariu Cerasela

More articles in Ovidius University Annals, Economic Sciences Series from Ovidius University of Constantza, Faculty of Economic Sciences Contact information at EDIRC.
Bibliographic data for series maintained by Gheorghiu Gabriela ().