loading
Papers

Research.Publish.Connect.

Paper

Paper Unlock

Authors: Anthony S. Atkins and Anthony Marsh

Affiliation: Staffordshire University, United Kingdom

ISBN: 972-8865-15-5

Keyword(s): Customer Relationship Management (CRM), Strategic IT, Data Warehousing, Data Integration, Enterprise Resource Planning (ERP), Customer Service, Marketing, Sales and Mobile Technology.

Related Ontology Subjects/Areas/Topics: Business and Social Applications ; CRM and Business Solutions ; e-Business ; e-Marketing and Consumer Behaviour ; Enterprise Information Systems ; Enterprise Software Technologies ; Global Communication Information Systems and Services ; Software Engineering ; Telecommunications

Abstract: In the last few years Customer Relationship Management (CRM) has been the subject of considerable interest in the business world. This has sometimes resulted in exaggerated claims about the benefits on offer to organisations. This paper provides an insight to the underlying concepts of CRM, the technological changes, and the impact to the organisational structure, its processes and the three main business divisions relied upon to deliver customer intimacy – specifically, Customer Service, Marketing and Sales. The paper highlights examples where CRM initiatives have been implemented for cost savings, profitability growth and a competitive advantage. The paper also outlines how many organisations are seeking to realign and empower the lower ranks of the business to nurture and harvest one-to-one customer relationships. The paper indicates that organisations need to review business operations in order to meet the challenges of delivering customer focus and outlines a framework as a planning tool to utilise CRM technology. (More)

PDF ImageFull Text

Download
CC BY-NC-ND 4.0

Sign In Guest: Register as new SciTePress user now for free.

Sign In SciTePress user: please login.

PDF ImageMy Papers

You are not signed in, therefore limits apply to your IP address 3.233.226.151

In the current month:
Recent papers: 100 available of 100 total
2+ years older papers: 200 available of 200 total

Paper citation in several formats:
S. Atkins A.; Marsh A. and (2004). CUSTOMER RELATIONSHIP MANAGEMENT IN AN ELECTRONIC ECONOMY.In Proceedings of the First International Conference on E-Business and Telecommunication Networks - Volume 1: ICETE, ISBN 972-8865-15-5, pages 103-110. DOI: 10.5220/0001386401030110

@conference{icete04,
author={Anthony {S. Atkins} and Anthony Marsh},
title={CUSTOMER RELATIONSHIP MANAGEMENT IN AN ELECTRONIC ECONOMY},
booktitle={Proceedings of the First International Conference on E-Business and Telecommunication Networks - Volume 1: ICETE,},
year={2004},
pages={103-110},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0001386401030110},
isbn={972-8865-15-5},
}

TY - CONF

JO - Proceedings of the First International Conference on E-Business and Telecommunication Networks - Volume 1: ICETE,
TI - CUSTOMER RELATIONSHIP MANAGEMENT IN AN ELECTRONIC ECONOMY
SN - 972-8865-15-5
AU - S. Atkins, A.
AU - Marsh, A.
PY - 2004
SP - 103
EP - 110
DO - 10.5220/0001386401030110

Login or register to post comments.

Comments on this Paper: Be the first to review this paper.