The Core Components and Types of CRM

Hussein A. Al-Homery, Azizah Ahmad () and Hasbullah AsharaiS
Additional contact information
Azizah Ahmad: Universiti Utara Malaysia.
Hasbullah AsharaiS: Universiti Teknologi Petronas, Malaysia.

Pakistan Journal of Humanities and Social Sciences, 2019, vol. 7, issue 1, p:121-145

Abstract: This paper highlights the influence of knowledge on the customer relationship as the fourth core component of the CRM components which are technology, people and business processes. The fourth component emerges as a result of the advancement in technology, telecommunications, and the excess in customer information in the era of information. Moreover, this paper highlights the new fifth type of CRM namely “Showroom CRM†. Besides, the other CRM types are strategic CRM, Operational CRM, Analytical CRM and Collaborative CRM. The fifth type is a comprehensive business framework which includes the structure of the other types of CRM. Moreover, the researcher surveyed the web and listed a 250 CRM system packages and programs available in the software market. The summary and classification of the 250 CRM system is given in table (1) of appendix A of the study.

Keywords: CRM components; Knowledge Management; CRM Types; Showroom CRM; Customer Knowledge Management (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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