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Findings a three factor customer interaction management capability customer relationship upgrading capability and customer win back capability measurement model of crm capabilities is developed and tested.
Customer relationship management in banking ppt. Purpose this study seeks to extend the resource based view to the context of customer. Between 1997 and 2000 leading crm products were enriched with shipping and marketing capabilities. Furthermore results support the hypothesized inuences of customer.
Track close and reopen existing cases with this useful feature. Crm capabilities model or customer relationship management capabilities map is an essential tool for understanding what crm function does and can do and then be able to identify new capabilities as well as enhancement opportunities within the existing capabilities. 2012 developed a three dimensional structure of the crm capabilities construct that comprises a customer interaction management capability a customer relationships upgrading capability and a customer win back.
The purpose of this paper is to determine the impact of customer relationship management crm components customer knowledge customer orientation and technology capability on the competitive. Management decision 2012 hui feng iowa state university. Customer relationship management was popularized in 1997 due to the work of siebel gartner and ibm.
Download find in your library abstract. Measurement antecedents and consequences. Customer relationship management hereafter crm has become an important stream of marketing research over the past two decades.
It is intended to develop a measurement model of customer relationship management crm capabilities and to explore the key antecedents and performance consequences of crm capabilities questionnaire survey was used to collect data. Crm customer relationship management capabilities framework is a comprehensive industry agnostic multi purpose customer relationship management functional area business capability modelthe crm business capabilities model spans all critical areas of crm and is a hierarchical decomposition of what the crm function does. Customer relationship management crm is a reference to how companies especially technology firms interact directly with their customers.
Siebel introduced the first mobile crm app called siebel sales handheld in 1999. Users can manage each customer case individually and efficiently to improve customer satisfaction levels with crm.
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