The Core Components and Types of CRM

Pakistan Journal of Humanities and Social Sciences, January – March 2019, Volume 7, No. 1, Pages 121 – 145

25 Pages Posted: 7 Aug 2019

See all articles by Hussein A. Al-Homery

Hussein A. Al-Homery

Universiti Utara Malaysia

Hasbullah Asharai

Universiti Teknologi Petronas - Department of Management & Humanities

Azizah Ahmad

Institute for Advanced and Smart Digital Opportunities, School of Computing, Universiti Utara Malaysia

Date Written: January 3, 2019

Abstract

This paper highlights the influence of knowledge on the customer relationship as the fourth core component of the CRM components which are technology, people and business processes. The fourth component emerges as a result of the advancement in technology, telecommunications, and the excess in customer information in the era of information. Moreover, this paper highlights the new fifth type of CRM namely “Showroom CRM”. Besides, the other CRM types are strategic CRM, Operational CRM, Analytical CRM and Collaborative CRM. The fifth type is a comprehensive business framework which includes the structure of the other types of CRM. Moreover, the researcher surveyed the web and listed a 250 CRM system packages and programs available in the software market. The summary and classification of the 250 CRM system is given in table (1) of appendix A of the study.

Keywords: CRM components, Knowledge Management, CRM Types, Showroom CRM, Customer Knowledge Management

Suggested Citation

A. Al-Homery, Hussein and Asharai, Hasbullah and Ahmad, Azizah, The Core Components and Types of CRM (January 3, 2019). Pakistan Journal of Humanities and Social Sciences, January – March 2019, Volume 7, No. 1, Pages 121 – 145, Available at SSRN: https://ssrn.com/abstract=3431819

Hussein A. Al-Homery (Contact Author)

Universiti Utara Malaysia ( email )

Sintok
COLGIS, UUM
Sintok, KY KEDAH DARUL 06010
Malaysia

Hasbullah Asharai

Universiti Teknologi Petronas - Department of Management & Humanities ( email )

Seri Iskandar
Teronoh, Perak 32610
Malaysia

Azizah Ahmad

Institute for Advanced and Smart Digital Opportunities, School of Computing, Universiti Utara Malaysia ( email )

Sintok
COLGIS, UUM
Sintok, KY KEDAH DARUL 06010
Malaysia

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