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In every industry, creating a good relationship with customers is the important issue. In any customer
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CUSTOMER RELATIONSHIP MANAGEMENT IS THE NEED OF TODAY Dr. S. K. S. Yadav
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Dr. S. K. S. Yadav The aim of the article is to present the results of the research on focus on the
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Our payment security system encrypts your information during transmission. These studies study
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Such CRM definitions has emphasized on the goals, logistics and complex characteristics of CRM.
By John Dudovskiy. Customer relationship management has been defined as “a business approach
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Goldenberg (, p.3).Estimated Reading Time: 6 mins Literature Review Related Literature On
Customer Service. Some of the chapters were actually copied in several books. Today, the tone of the
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Management: an International Journal The impact of cloud-enabled process integration on supply
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begins with defining CRM and describing the elements of total customer experience, focusing on the
front-end organizations that directly touch the customer. My literature research has revealed that
customer satisfaction can be defined as an overall customer attitude towards a service provider, or an
emotional reaction to the difference between what customers anticipate and what they receive,
regarding the fulfilment of some need, goal or desire The literature review section is in two parts, the
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Commerce: Customer Relationships on the Internet, CRM on the Internet, Choosing the Right
Vehicle, Three Rules for Success on the Road to E-Commerce, What Does the Future Hold. Using
the resource-based view RBV of the firm, CRM is hypothesized as a distinctive capability that can
lead to superior business performance. This analytical method can also help for representing the
various regions of the organisation situation in the marketplace. An annotated bibliography supplies a
very useful guide to the new service development literature Base on the above literature review on
various CRM models and previous studies, several critical elements that link closely with customer
satisfaction and loyalty are behavior of employee, quality of customer services, relationship
development and interaction management. The paper uses systematic literature review of published
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Download Free PDF View PDF Vol. 12, No. 10 (2019), International Business Research Canadian
Center of Science and Education (CCSE) Vol. 12, No. 10 (2019), International Business Research
Download Free PDF View PDF THE IMPACT OF CRM CAPABILITY DIMENSIONS ON
ORGANIZATIONAL PERFORMANCE Fawad Gujjar, Chief Editor ustomer relationship
management is considered key to organizations' success in today's competitive environment. An
effective CRM programme or strategy to be successful shall be designed and implemented as per the
customer’s expectations. However, there is considerable confusion in the academic and managerial
literature about what is meant by CRM and how if differs from relationship marketing. It is a
therapeutic relationship in its very nature, literature review about customer service. At the end, the
two predictors (employee's behavior and CRM system integration) explained 48.2% of the variance
in the long-term customers' loyalty. An Empirical Study in the Malaysian Hotel Industry Basri
Rashid, Abdul alem Mohammad, Shaharuddin B.