Understanding the Complexity of Writing a Literature Review on Customer

Relationship Management (CRM)

Crafting a literature review, especially on a topic as intricate and dynamic as Customer Relationship
Management (CRM), presents a unique set of challenges. A literature review is not merely an
aggregation of sources but a critical discussion that requires a deep understanding of both the
theoretical and practical aspects of the subject. The process demands a high level of academic rigor,
analytical skills, and an extensive time commitment, making it a daunting task for many.

The Intricacies Involved

1. Broad Scope of Research: CRM encompasses a wide range of areas including marketing,
sales, customer service, and technology integration. Navigating through this vast body of
knowledge to identify relevant literature can be overwhelming.
2. Rapidly Evolving Field: With technology continuously advancing, new CRM strategies and
tools are constantly emerging. Keeping abreast of the latest research and trends requires
diligent and ongoing review of current literature.
3. Critical Analysis and Synthesis: Beyond merely summarizing existing literature, a literature
review on CRM demands a critical analysis of various theories, methodologies, and findings.
It involves identifying gaps in the current research, drawing connections between different
studies, and synthesizing information to present a coherent narrative.
4. Adherence to Academic Standards: A literature review must be written in accordance with
specific academic standards and formatting guidelines. This includes proper citation and
referencing of all sources, which can be a meticulous and time-consuming process.

Why Seek Professional Help?

Given these complexities, it's understandable why many choose to seek professional assistance with
their literature review. This is where a dedicated service like ⇒ StudyHub.vip ⇔ becomes
invaluable. With a team of experienced writers who specialize in a broad range of disciplines,
including CRM, ⇒ StudyHub.vip ⇔ offers personalized support to navigate the intricate process of
composing a literature review. Here's why considering professional help can be beneficial:

Expertise in CRM: Access to writers with specific knowledge in CRM ensures that your
literature review is informed by a deep understanding of the subject matter.
Quality and Comprehensive Research: Professional writers are adept at conducting
thorough research, ensuring that your review includes the most relevant and up-to-date
information.
Time-Saving: Delegating the task to experts allows you to focus on other important aspects
of your studies or work, saving you considerable time and stress.
Academic Rigor: With a focus on academic excellence, you can be confident that your
literature review will meet the highest standards of critical analysis, synthesis, and scholarly
writing.

Conclusion
Writing a literature review on CRM is undoubtedly challenging, requiring a significant investment of
time, effort, and expertise. For those who find themselves overwhelmed by the complexities of this
task, seeking professional assistance can be a wise decision. Services like ⇒ StudyHub.vip ⇔
provide the necessary support to ensure that your literature review not only meets but exceeds
academic expectations. By choosing to work with seasoned professionals, you can navigate the
challenges of writing a literature review with confidence and ease.
Save advertising expenses by personalized advertising. As discussed above in this paper, Customer
Relationship Management and Relationship Marketing have been presented based on many
definitions and many programs. Included are affinity marketing, loyalty marketing, cross selling, up-
selling, co-branding, co- marketing, and customer-supplier partnering. Some select customer partners
by following the intuitive judgments of their senior managers and select other partners from those
customers who demand to be selected. Thanks to the well-organized database of your customer
relationship management solution, you have access to the desired information at all times. Such a
system would identify appropriate data inputs at each customer interaction site and use analytical
platforms to generate appropriate knowledge output for front-line staff during customer interactions.
What we need to know is not what informants say or believe but rather what organizations do. A
systematic literature review was conducted as a scoping review to provide a summary of the topics
relating to customer experience, and as a prelude to refining the research literature so future research
can be done in the same area by using the results of this study. No domain has ever become a
discipline without some explanatory theory, or at least the development of some constructs. The
objective of relationship marketing is to increase the customer’s commitment to the organization
through the process of offering better value on a continuous basis at a reduced cost. It was only after
the advent of mass production in the industrial era and the advent of middlemen that interaction
between producers and consumers became less frequent leading to transaction oriented marketing.
Branding doesn’t mean logo - Easy guide to create a powerful branding for you. The study
concluded that customer service played a big role in influencing customer satisfaction and given a
choice customers showed preference. By harmonizing the objectives and performance measures one
would expect to see more goal directed managerial action by those involved in managing the
relationship. Monitoring processes include periodic evaluation of goals and results, initiating changes
in the relationship structure, design, or the governance process if needed, and creating a system for
discussing problems and resolving conflicts. Between the service provider and the service user an
emotional bond also develops creating the need for maintaining and enhancing the relationship.
Some have argued that CRM is an old concept already incorporated in existing schools of marketing
thought, and therefore, needs no separate identity; others have suggested that it overlaps with so
many domains of marketing (services, channels, global, and direct marketing) that again it needs no
separate identity. Literature Reviews and EBP - Nursing 800, time: 8:03 Literature Review Writing
Service by Leading Experts on the Web When we say that we Literature Review About Customer
Service are offering you reasonable Literature Review About Customer Service essay service, we
Literature Review About Customer Service are keeping our word of honor which is to give you
packages that are light on your pocket. This approach has emphasized the integration of parts,
supplies, and the sale of services along with the individual capital equipment. However, there are two
alternatives to publishing in mainstream first-tier journals. This can be achieved partly within the
organization and partly through partnerships with suppliers and even competitors. You can download
the paper by clicking the button above. In the professional services, there are personalized one-to-one
relationships with individual clients and dedication of the organization’s resources to individual
relationships. In this regard, trust and commitment may not be unique because even for a one-time
transaction, such as buying a home, there must be a minimum level of trust and commitment between
the seller and the buyer. At the same time, each member in the value chain is a distinct and
independent organization with its own capital and management, and, therefore, there is a virtually
integrated network of organizations and not a traditional vertically integrated organization. Not just
this, but CRM helps you to track and measure customer behavior, allowing you to better serve your
customers. However, extraneous factors could also impact on these decisions. Use of technology.
This feature is about following the. These include decisions regarding role specification,
communication, common bonds, the planning process, process alignment, employee motivation, and
monitoring procedures. This is what is being done by the Enterprise Resource Planning software
such as People Soft and SAP.
We then describe a process model of CRM to better delineate the challenges of customer relationship
formation, its governance, its performance evaluation, and its evolution. Everything else is handled
by your customer relationship management system. This is an integrated approach to manage
relationships with a focus on customer retention and relationship development. CyberHoot’s Phish
testing allows businesses to test employees with believable phishing attacks and put those that fail
into remedial phish training. Positioning has been considered as a strategic instrument to tackle the
competitive pressure and enhance organizational performance. Brain Aneurysm Case Studies
Walmart Summary - Lauren, 4th Year Education Disclaimer: nascent-minds is dedicated to providing
an ethical tutoring service The first part of the thesis reviews the literature and research about
customer experience management and defines the concept as a whole. Yet, there are many
collaborative relationships that are terminated because they had planned endings. A synthesis of the
existing knowledge on CRM done by integrating diverse explorations forms the basis of our
framework. Developing an understanding of each touchpoint means that you can design better user
and better customer experiences. Thus, several companies, such as Motorola, IBM, General Motors,
Xerox, Ford, and Toyota, formed partnering relationships with suppliers and customers to practice
TQM. This is what is being done by the Enterprise Resource Planning software such as People Soft
and SAP. Under this purpose, this study also indicates the reasons of resistance in CRM application
use and solutions to them with an overall analyze of CRM’s contributions to company performance.
Elevate Your Marketing Game with Vidya Sarthi Best Digital Marketing Institut. Although
institutionalizing the relationship is desirable for the long-term benefit of the company, personal
relationships are nevertheless formed and have an impact on the institutional relationship. About the
journal. The International Journal of Simulation Modellin. Visit CyberHoot.com and sign up for our
services today. It is equally important that we develop some standardized metrics to measure CRM’s
performance as well as antecedents that are likely to be its determinants. 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. Data were then analyzed with statistical methods in terms
of customer service variables identified from the review of the literature. This is the relevant
literature that provide comprehensive review and relevant customer relations with cohesive
explanation See Full PDF Download PDF See Full PDF Download PDF Related Papers Sofia
Dissertation 2017 Sofia Muller Beglari Download Free PDF View PDF Social Customer
Relationship Management: An Integrated Conceptual Framework. On the other hand, other
companies do have formalized processes of selecting relational partners through the use of extensive
research and the evaluation of chosen criteria. We already have a number of theories (social contract,
agency, and transaction cost theories) from other respected disciplines. You are free to opt out any
time or opt in for other cookies to get a better experience. These journals provide source credibility
and legitimacy. These include decisions regarding role specification, communication, common bonds,
the planning process, process alignment, employee motivation, and monitoring procedures. Branding
doesn’t mean logo - Easy guide to create a powerful branding for you. Companies that successfully
implement CRM will reap the rewards in customer loyalty and long run profitability. So is the issue
of creating the right motivation through incentives, rewards, and compensation systems towards
building stronger relationship bonds and customer commitment. Else, do you want to keep track of
customer’s information, preferences, and actions. Popular CRM tools include HubSpot and
SalesForce, but there are many others out there as well.
Adapt your marketing concept to the behaviour of your potential customers and create a better
relationship with them. The greater the scope of the CRM program and the associated tasks and the
more complex the composition of the relationship management team, the more critical is the role
specification decision for the partnering firms. Role specification also helps in clarifying the nature
of the resources and empowerment needed by the individuals or teams charged with the
responsibility of managing the relationship with the customers. Equally important is measuring
performance outcomes using well-accepted financial and accounting measures. Since CRM and
relationship marketing are very popular, at least in practice, we believe that it is likely to attract
respected scholars. Once the fundamental CRM concepts are understood, it is important that. You
can download the paper by clicking the button above. Individualized offers are automatically sent to
existing clients and prospects thanks to your CRM solution and the extensive information from the
database. These include decisions regarding role specification, communication, common bonds, the
planning process, process alignment, employee motivation, and monitoring procedures. However, not
all customers are willing to participate in the planning process nor is it possible to involve all of them
in relationship marketing programs for the mass market. The study concluded that customer service
played a big role in influencing customer satisfaction and given a choice customers showed
preference. On the other hand, the concept of collaboration is unique because it is not characteristic
of other types of marketing relationships. Similar to Customer Relationship Management (CRM)
Advantage of CRM.pdf Advantage of CRM.pdf Elatesoft CRM Review.pdf CRM Review.pdf
Muhammad Waqas What Is CRM Web Solution. You are free to opt out any time or opt in for other
cookies to get a better experience. They are obligated to appreciate the growing significance of
knowing their customer in effective and better ways. Every company should consider implementing
these recommendations. Analysis indicates the importance of modern business processes, especially
for coordination roles, and the study describes different purposes for documentation. This paper (1)
seeks to analyses recent advances on CRM to uncover major issues discussed and suggest further
research direction, (2) extends CRM literature by critically evaluating the extant research on CRM
from the perspective of macro environment perspectives from 2010 to 2014, (3) reveals theories and
methods frequently used to study CRM at organizational level based on the analysis of major
research outlets. By establishing proper communication channels for sharing information with
customers a company can enhance their relationship with them. However, there is a tremendous
amount of confusion regarding its domain and meaning. We must learn from the consumer behavior
discipline in marketing as well as from finance and accounting disciplines about this reality. In other
words, the production and consumption functions became separated leading to the marketing
functions being performed by middlemen, and middlemen, in general, are oriented towards
economic aspects of buying since the largest cost is often the cost of the goods sold. Download Free
PDF View PDF Citeseer School Working Papers Series 2002 Konrad Peszynski Project management
is becoming increasingly popular in practically every sector of business. Moreover, this valuable data
can be used to find patterns in the behavior of customers. For companies that can chart out their
relationship evolution cycle and state the contingencies for making evolutionary decisions, CRM
programs can be more systematic. You imply that increasing Customer Satisfaction often relies on
increasing Customer Service Cost. Therefore, our concern here is with paradigms that guide
disciplined inquiry. Fueled by new technology and the growing availability of advanced product
features and services, customer expectations are changing almost on a daily basis. Also shows how
CRM software strengthens the customer engagement and increase customer. The action you just
performed triggered the security solution. As mentioned above, once you are aware of the CRM
system you should ask.
It should assist the company in developing and enhancing customer interactions and one-to-one
marketing through the application of suitable intelligent agents that help develop the front-line
relationship with customers. They can be characterized by the way their proponents respond to the
ontological (nature of reality), epistemological (nature, sources and limits of knowledge), and
methodological (the process of conducting inquiry) questions (Guba, 1990). Building relationships
with customers is a fundamental business of every enterprise, and it requires a holistic strategy and
process to make it successful. By John Dudovskiy. Customer relationship management has been
defined as “a business approach that integrates people, processes, and technology to maximise
relationships with customers” Goldenberg (, p.3).Estimated Reading Time: 6 mins Literature Review
Related Literature On Customer Service. Dwyer, Schurr, and Oh (1987) have characterized such
cooperative relationships as being interdependent and long-term orientated rather than being
concerned with short-term discrete transactions. Firms, today, interact with customers through
different channels, thus, collect and analyses customer data and make decision on how to improve
their relationship with important customers. Customer relationship management software makes
sense especially when customer information has to be available across teams and processes. A
narrow perspective of customer relationship management is database marketing emphasizing the
promotional aspects of marketing linked to database efforts (Bickert, 1992). Often, these touch
points are controlled by separate information systems. CRM integrates touch points around a
common view of the customer (Eckerson and Watson, 2000). Hence, it is important that a company
be able to identify and differentiate individual customers. In many ways it is the lifeblood of
relationship marketing. In some organizations, CRM is simply a technology solution that extends
separate databases and sales force automation tools to bridge sales and marketing functions in order
to improve targeting efforts. This allows you to customize products and services based on their
specific needs. You always can block or delete cookies by changing your browser settings and force
blocking all cookies on this website. Visit CyberHoot.com and sign up for our services today. As
discussed above in this paper, Customer Relationship Management and Relationship Marketing have
been presented based on many definitions and many programs. Included are affinity marketing,
loyalty marketing, cross selling, up-selling, co-branding, co- marketing, and customer-supplier
partnering. Also shows how CRM software strengthens the customer engagement and increase
customer. What we need to know is not what informants say or believe but rather what
organizations do. The Emergence of CRM Practice A CRM Process Framework The CRM
Formation Process The CRM Governance Process CRM Performance Metrics The CRM Evolution
Process CRM Implementation Issues CRM and Relationship Marketing as a Potential Discipline
Journey from Domain to Discipline Conclusions References. Case Study Energy Saving Trg Cv
Holding Ltd Gibraltar Liu stated, for example, that customer satisfaction is a function of service
performance relative to the customer expectation, literature review about customer service. Our
objective is to provide a conceptual foundation for understanding the domain of customer
relationship management. The degree to which these governance responsibilities are shared or
managed independently will depend on the perception of the norms of the governance processes
among the relational partners given the nature of their CRM program and the purpose of engaging in
the relationship. At the lower-end, attempts should be made to achieve cost savings through the re-
allocation of efforts based on less-expensive resources. By establishing proper communication
channels for sharing information with customers a company can enhance their relationship with them.
It is your strategic platform for customer engagement and retention. Customers have liked the idea of
systems integration and sellers have been able to sell augmented products and services to customers.
Samsung is a market leader in Consumer Electronics and Cell Phones. There is greater opportunity
for cross-selling and up-selling to a customer who is loyal and committed to the firm and its
offerings. There are at least three aspects unique to CRM and relationship marketing. CRM is often
misunderstood as an application or a tool, but in the real sense.
A CRM Strategy Matrix is presented which considers the strategic context of companies and the
implications for the development of their CRM strategies. If you haven’t had a risk assessment by a
3rd party in the last 2 years, you should have one now. When companies embraced the Total Quality
Management (TQM) philosophy to improve quality and reduce costs, it became necessary to involve
suppliers and customers in implementing the program at all levels of the value chain. With your
customer relationship management you can permanently reduce costs and increase your profits. A
synthesis of the existing knowledge on CRM done by integrating diverse explorations forms the
basis of our framework. 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. Download Free PDF View PDF Successful customer relationship management in
business process integration and development of applications for project management Dr. Jayant
Kumar Panigrahi Customer satisfaction is a critical factor of survival and helping to maintain the
economic growth. 'Customer centricity' swaps efficiency with effectiveness resulting in improved
financial performance. The action you just performed triggered the security solution. Since CRM
implementation comprises a significant information technology (IT) component, these companies
have often handed over the responsibility of CRM implementation to IT Departments. Findings
were significant for Total Customer Service Excellence Model with the CRM software for SMEs.
Once you have all the information, it becomes easy to choose the. Customer service experience goes
way beyond the actual one-to-one interaction between agent and customer. By harmonizing the
objectives and performance measures one would expect to see more goal directed managerial action
by those involved in managing the relationship. It will also help you teach them how to identify who
their customers really are, analyse the key components of CRM, and understand how it integrates
within an organisation. CRM tools are meant to supplement a company’s strategy for building
effective customer relationships. As an intervention strategy, it would be highly desirable for
relationship marketing and CRM scholars to organize their own association and their own scholarly
journal. Therefore, our concern here is with paradigms that guide disciplined inquiry. The lack of a
CRM strategy or CRM programs would leave the front-line people without any knowledge of what
they should be doing with the additional customer information that they now have access to. In the
competitive dynamic market, marinating and building strong relationship with customers is essential
for long term business endurance. CRM tools can now be used to manage customer relationships
across the entire customer lifecycle, spanning marketing, sales, e-commerce, and customer service
interactions. Dragos Bogdan Cv Single Parent Essay Conclusion Strategies Case Study 28 Royal
Commission Jehovah's Witnesses. Tahir Download Free PDF View PDF RELATED TOPICS
Customer Relationship Management See Full PDF Download PDF About Press Blog People Papers
Topics Job Board We're Hiring. They are realizing the need for in-depth and integrated customer
knowledge in order to build close cooperative and partnering relationships with their customers. For
practitioners, CRM represents an enterprise approach to developing full-knowledge about customer
behavior and preferences and to developing programs and strategies that encourage customers to
continually enhance their business relationship with the company. Case Study Energy Saving Trg Cv
Holding Ltd Gibraltar Liu stated, for example, that customer satisfaction is a function of service
performance relative to the customer expectation, literature review about customer service. Similarly,
artisans often developed customized products for each customer. This leads to creating an
operational tool within the company, but the usability and effectiveness in producing desirable results
from such tools can be limited. These journals provide source credibility and legitimacy. There are at
least three aspects unique to CRM and relationship marketing. CRM tools are valuable when they are
used to identify and differentiate individual customers and to generate individualized offers and
fulfill customized solutions.