文章基本信息

标题：DETERMINANTS OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM): A CONCEPTUAL ANALYSIS
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作者：Alamgir, Mohammed ; Nasir, Tasnuba ; Shamsuddoha, Mohammad 等
期刊名称：The Annals of the "Stefan cel Mare" University of Suceava. Fascicle of The Faculty of Economics and Public Administration
印刷版ISSN：2066-575X
出版年度：2010
卷号：10
期号：1(11)
页码：95-101
出版社："Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration
摘要：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
关键词：Customer relationship Management; CRM determinants; CRM effectiveness