Customer relationship management CRM : Implementing 2

Retail financial services in all markets, including emerging markets, are undergoing major transformation, driven by change, deregulation and customer sophistication. Customer service and specifically relationship management, in particular, are crucial to attaining a sustainable competitive advantage in the marketplace. The implementation of a one-to-one programme within an emerging economy is the focus of this paper,… Read More »

Customer Relationship Management CRM Applications and Technology

2.1.5    Customer Relationship Management CRM Applications and Technology According to Barton (2002) there is a dynamic shift in today’s Customer Relationship Management CRM marketplace. He categorizes Customer Relationship Management CRM life cycles into two where he said a close butting head has been taking place. The two life cycles are Client/ Server technology and Web-based,… Read More »

Customer relationship management : Conceptual framework of the CRM

Customer relationship management (CRM) has once again gained prominence amongst academics and practitioners. In this paper, the authors explore the conceptual foundations of CRM by examining the literature on relationship marketing and other disciplines that contribute to the knowledge of CRM. A CRM process framework is proposed that builds on other relationship development process models.… Read More »

The Customer Relationship Management CRM Frameworks & Models

The CRM Customer Relationship Management Frameworks/Models A various range of comprehensive Customer Relationship Management CRM models have been developed. The author introduces five of them in this chapter. 2.2.1 THE IDIC Model The IDIC is described as below (Figure 2.6) Figure 2.6: The IDIC Methodology ( Peppers and Rogers, 2004) The IDIC Model has been… Read More »

What a bad enterprise software purchase will cost you

A successful enterprise software deployment is defined as one that meets or exceeds planned ROI. A previous article examined the ROI benefits that accrue from selecting best-fit enterprise software. This article considers the flip side of the coin, namely the costs incurred when an organization purchases software that is not best-fit for their particular needs,… Read More »

Customer relationship management CRM : Implementing

Retail financial services in all markets, including emerging markets, are undergoing major transformation, driven by change, deregulation and customer sophistication. Customer service and specifically relationship management, in particular, are crucial to attaining a sustainable competitive advantage in the marketplace. The implementation of a one-to-one programme within an emerging economy is the focus of this paper,… Read More »