Integrating Customer Relationship Management in Organizational Behavior: A Strategic Approach

Jincheng Yu ()
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Jincheng Yu: Skema Business School

A chapter in Proceedings of the 2024 2nd International Conference on Management Innovation and Economy Development (MIED 2024), 2024, pp 566-572 from Springer

Abstract: Abstract This article delves into the intricate relationship between Customer Relationship Management (CRM) and Organizational Behavior (OB), aiming to uncover how CRM strategies can profoundly impact and improve organizational structures, employee behavior, and overall business outcomes. At its core, the primary objective of this study is to explore and understand the dynamic interplay between CRM and OB, and how this integration can lead to more effective management practices and enhanced business performance. Through an extensive and comprehensive analysis, the article meticulously identifies and discusses key areas where CRM principles align with and complement organizational behavior frameworks. It focuses on how CRM strategies, when effectively integrated into the organizational fabric, can lead to significant improvements in customer engagement, employee satisfaction, and operational efficiency. The paper proposes a novel, synergistic approach that harnesses the strengths of both CRM and OB to create a more cohesive, responsive, and adaptive organizational environment.

Keywords: Customer Relationship Management; Organizational Behavior; Business Strategy; Employee Engagement; Customer Satisfaction (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-542-3_65

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DOI: 10.2991/978-94-6463-542-3_65

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