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Determinants Of Customer Relationship Management (Crm): A Conceptual Analysis

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  • Mohammed ALAMGIR

    ()
    (Department of Marketing Studies & International Marketing, University of Chittagong, Bangladesh)

  • Tasnuba NASIR

    (Faculty of Business Administration, University of Science and Technology Chittagong (USTC),Chittagong, Bangladesh)

  • Mohammad SHAMSUDDOHA

    (Department of Marketing Studies and International Marketing, University of Chittagong, Bangladesh)

Abstract

The study aims to examine various literatures on CRM determinants and effectiveness to adapt perfect strategy and policy for service oriented organizations. It also aspires to identify the relative importance of CRM determinants analysis as one of the most important factors which influence the organization directly. To comply with the objective, an exploratory research approach based on archive method has been adopted to identify the CRM key determinants and effectiveness factors through literature review. Our initial research model is derived from two areas of the literature: CRM key elements and CRM performance effectiveness. Furthermore, we introduce a new framework for evaluating existing business process from Bangladesh perspective

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Bibliographic Info

Article provided by "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration in its journal The Annals of the "Stefan cel Mare" University of Suceava. Fascicle of The Faculty of Economics and Public Administration.

Volume (Year): 10 (2010)
Issue (Month): 1(11) (June)
Pages: 95-101

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Handle: RePEc:scm:ausvfe:v:10:y:2010:i:1(11):p:95-101

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Keywords: Customer relationship Management; CRM determinants; CRM effectiveness;

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