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The concept of customer relationship management started in the early 1970s, when customer satisfaction was evaluated using annual surveys or by front-line asking. [6] At that time, businesses had to rely on standalone mainframe systems to automate sales, but the extent of technology allowed them to categorize customers in spreadsheets and lists.
The eCRM or electronic customer relationship management encompasses all standard CRM functions with the use of the net environment i.e., intranet, extranet and internet. Electronic CRM concerns all forms of managing relationships with customers through the use of information technology ( IT ).
Download as PDF; Printable version; ... (ISSN 1124-0172), journal published by the Claretians; ... Customer relationship management; People
Download as PDF; Printable version; In other projects Wikimedia Commons; ... Customer relationship management software (6 C, 59 P) Customer service (2 C, 37 P) Q.
Uncertainty avoidance as a moderator of the relationship between perceived service quality and customer satisfaction. Journal of Service Research, 11(1), pp. 63–73. References
Martha Rogers (born March 10, 1955) is an American author, customer strategist, and founding partner of Peppers & Rogers Group, a management consulting firm. Rogers is an adjunct professor at the Fuqua School of Business at Duke University [1] and a co-director of the Duke Center for Customer Relationship Management ().