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

See all articles by Mohammad Shamsuddoha

Mohammad Shamsuddoha

University of Chittagong

Tasnuba

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

Mohammed Alamgir

University of Chittagong

Date Written: May 4, 2011

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.

Keywords: Customer Relationship Management, CRM Determinants, CRM Effectiveness

JEL Classification: M39

Suggested Citation

Shamsuddoha, Mohammad and Nasir, Tasnuba and Alamgir, Mohammed, Determinants of Customer Relationship Management (CRM): A Conceptual Analysis (May 4, 2011). Fascicle of The Faculty of Economics and Public Administration, Vol. 10, No. 1, 2010. Available at SSRN: https://ssrn.com/abstract=1831976

Mohammad Shamsuddoha (Contact Author)

University of Chittagong ( email )

Department of Marketing, Faculty of Business Admin
University of Chittagong, Bangladesh
Chittagong, Chittagong 4331
Bangladesh

HOME PAGE: http://www.shamsuddoha.webs.com

Tasnuba Nasir

University of Science and Technology Chittagong (USTC) - Faculty of Business Administration ( email )

Chittagong, 4202
Bangladesh

Mohammed Alamgir

University of Chittagong ( email )

Chittagong
Bangladesh

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