User:Qiillin/sandbox

Topic: Why should business use customer relationship management

Summary

Customer relationship management (CRM) for businesses is essential for individuals and organisations. It helps to develop a clear understanding of the beneficial role of CRM from diversified aspects. CRM is not only a software, but also the tools that will coordinate people and processes. The increasing power of customers and the market-led strategies in the contemporary business world highlight the role of CRM, which can interpret customer expectation and thus create superior customer experiences by satisfying what they want. In the business realm, CRM include integration of IT software, data mining, and customer satisfaction.

References will be used:

Badwan, J. J., Al Shobaki, M. J., Naser, S. S. A., & Amuna, Y. M. A. (2017). Adopting technology for customer relationship management in higher educational institutions. International Journal of Engineering and Information Systems (IJEAIS), 1(1), 20-28.

Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM) People, process and technology. Business Process Management Journal, 9(5), 672-688.

Gummesson, E. (2017). From relationship marketing to total relationship marketing and beyond. Journal of Services Marketing, 31(1), 16-19.

Partanen, J., Jajaee, S. M., & Cavén, O. (2017). Business Intelligence Within the Customer Relationship Management Sphere. In Real-time Strategy and Business Intelligence(pp. 123-147). Palgrave Macmillan, Cham.

Rahimi, R., & Kozak, M. (2017). Impact of customer relationship management on customer satisfaction: The case of a budget hotel chain. Journal of Travel & Tourism Marketing, 34(1), 40-51.