Marketers and the marketing discipline devoted much time and energy to developing what would come to be known as the marketing mix, the four "Ps" of marketing that have guided Literature review on customer relationship management efforts for years.
The major development in these five categories is reviewed and the new challenges are outlined. Bibliography lists 4 sources. Strategies for the Pharmaceutical Industry Dealing with Buyers and Suppliers This 10 page paper is written in two parts. The bibliography cites 1 source.
The book is a good overview on all aspects of e-business; including management of the infrastructure, the e-environment, e-business strategy, supply chain management, e-procurement, internet marketing, customer relationship management change management, design implementation and maintenance.
Nine hundred articles were identified and reviewed for their direct relevance to applying data mining techniques to CRM. The paper discusses the root cause of the problems and suggests a different more integrated approach using customer relationship management, explaining how this could increase customer satisfaction in a service industry.
Insurance Company Case Study This 7 page paper examines a case study supplied by the student. Papers were further classified into nine sub-categories of CRM elements under different data mining techniques based on the major focus of each paper.
The paper considers the marketing and position of the company with sections that individual considers customers, collaborators, competitors, co-workers, marketing strategy and customer relationship management. Also, it is the strongest and the most efficient approach to maintaining and creating the relationships with customers.
On the other hand, classification and association models are the two commonly used models for data mining in CRM. Whether it is called customer relationship management, CRM, or just good business practice based on common sense, making customers central to immediate and long-term business action is on the rapid rise.
The paper takes each chapter and summarizes the contents of each chapter. Our analysis provides a roadmap to guide future research and facilitate knowledge accumulation and creation concerning the application of data mining techniques in CRM.
Bibliography lists 14 sources. The four Ps have been criticized as being too myopic for current use; an alternative is effective use of customer data. The bibliography cites 15 sources. The bibliography cites 6 sources.
Findings of this paper indicate that the research area of customer retention received most research attention. The paper considers the upstream and downstream firms looking at strategies such as creating long term relationships, the value chain and virtual value chain and the use of customer relationship management.
The paper also considers the consequences of failing to invest. Leading-edge companies the world over are recognizing that intimate, one-to-one relationships with their customers are critical to survival in our increasingly global and competitive marketplace.
The bibliography cites 8 sources. The paper includes a discussion on the propose of marketing in a modern organization, a SWOT analysis of the marketing, consideration of the B2B model and the use of customer relationship management, the marketing mix and the general marketing strategy.
It provides an academic database of literature between the period of — covering 24 journals and proposes a classification scheme to classify the articles. Return on Quality This 4 page paper looks at the way investment in quality can have the potential for a positive return on investment.
Previous article in issue. The review and classification process was independently verified. The first 7 pages consider the way that strategic supply chain management may help pharmaceutical companies manage their business and add value.
In each category, a couple of studies are presented and determinants of CRM are described and discussed. Eighty-seven articles were subsequently selected, reviewed and classified. The last 3 pages are made up of slides for a PowerPoint presentation of the papers contents.
An insurance company wants to use information technology and the internet to enhance sales, but it is resulting in alienating the customers rather than empowering them. Furthermore, insights into the identification of open issues and guidelines for future research are provided.
Of these, most are related to one-to-one marketing and loyalty programs respectively. Providing a systematic overview of the existing techniques in the field of CRM.
A range of investment types are discussed including investment in the quality of customer relationship management to improve customer loyalty, investment in training staff, investment in systems and investment in equipment. Also, a systematic literature review SLR in each of these five categories is provided.
This is the first identifiable academic literature review of the application of data mining techniques to CRM. The bibliography cites 10 sources.Customer Relationship Management - A literature Review The 5 page paper is a comprehensive literature review of customer relationship management.
The paper examines what it is, how and when it can be used and factors that impact on effective implementation. Literature Review 19 Ph.D. Thesis CHAPTER 2 LITERATURE REVIEW Customer Relationship Management A restricted view of Customer Relationship Management would. Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and investigates the differential effects of customer relationship perceptions and relationship marketing instruments on Literature Review CRPs and Customer Behavior.
Literature Review on Customer Service Management Customer Relationship Management at Emirates Airlines 1 Abstract This paper presents a comprehensive analysis of Emirates Airlines from the customer relationship management perspective. It includes an analysis of the company's current strategy from customer acquisition, customer retention.
THREE ESSAYS ON THE CUSTOMER SATISFACTION-CUSTOMER LOYALTY ASSOCIATION by Young Han Bae An Abstract The customer satisfaction-customer loyalty association is one of the most vital literature posits customer satisfaction – generally conjectured to be an attitude.
customer relationship management is an information technology system that gathers and utilizes customer information for the organization so that the organization may .Download