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Framework model customer relationship management. It explains what crm is the bene ts it delivers the contexts in which it is used the technologies that are deployed and how it can be implemented. Welcome to the second edition of customer relationship management. View customer relationship management research papers on academiaedu for free.
Managing relationship with the customers has been of importance since last many. Question paper code. 2 bs2168 part b 5 13 65 marks 11.
In this study we review literature on customer relationship management crm focusing specifically on the impact of the crm on customer satisfaction and customer loyalty. Nguyen sheri and newby 2007 calls the system of crm a digitalized staffs knowledgebase to get and advantage of what the customer wants and then meet its needs. We have uploaded 647 mba.
Examination paper of customer relationship management 1 iibm institute of business management iibm institute of business management examination paper mm100 customer relationship management. Customer relationship management crm is a management approach that seeks to create develop and enhance relationships with carefully targeted customers in order. What type of customer relationship management strategy is required and.
A discuss about the significance of customer relationship management to its stakeholders in detail. The book provides a comprehensive and balanced review of customer relationship management. To maximize customer value corporate profitability and thus shareholders value.
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