Determinants of Customer Relationship Management (CRM): A Conceptual Analysis
Fascicle of The Faculty of Economics and Public Administration, Vol. 10, No. 1, 2010
9 Pages Posted: 9 May 2011
Date Written: May 4, 2011
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.
Keywords: Customer Relationship Management, CRM Determinants, CRM Effectiveness
JEL Classification: M39
Suggested Citation: Suggested Citation