DETERMINANTS OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM): A CONCEPTUAL ANALYSIS

Mohammed Alamgir (), Tasnuba Nasir and Mohammad Shamsuddoha ()
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Mohammed Alamgir: Department of Marketing Studies & International Marketing, University of Chittagong, Bangladesh
Tasnuba Nasir: Faculty of Business Administration, University of Science and Technology Chittagong (USTC),Chittagong, Bangladesh

The Annals of the "Stefan cel Mare" University of Suceava. Fascicle of The Faculty of Economics and Public Administration, 2010, vol. 10, issue 1(11), 95-101

Abstract: The study aims to examine various literatures on CRM determinants and effectiveness to adapt perfect strategy and policy for service oriented organizations. It also aspires to identify the relative importance of CRM determinants analysis as one of the most important factors which influence the organization directly. To comply with the objective, an exploratory research approach based on archive method has been adopted to identify the CRM key determinants and effectiveness factors through literature review. Our initial research model is derived from two areas of the literature: CRM key elements and CRM performance effectiveness. Furthermore, we introduce a new framework for evaluating existing business process from Bangladesh perspective

Keywords: Customer relationship Management; CRM determinants; CRM effectiveness (search for similar items in EconPapers)
Date: 2010
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Persistent link: https://EconPapers.repec.org/RePEc:scm:ausvfe:v:10:y:2010:i:1(11):p:95-101

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