Conceptual analysis and implementation of an integrated CRM system for service providers
Abstract
Customer relationship management (CRM) has become a critical issue in services management. Ensuring customer satisfaction and maintaining long-term relationships with customers have become essential for survival amongst competitive service industries. However, few studies have attempted to integrate all relevant factors in a comprehensive model of CRM implementation. The current study addresses this need by proposing a conceptually integrated...
Paper Details
Title
Conceptual analysis and implementation of an integrated CRM system for service providers
Published Date
Jul 20, 2012
Journal
Volume
7
Issue
2
Pages
307 - 328
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