La estrategia CRM, una visión 360º del cliente
CRM strategy (customer relationship management) is a business philosophy, stemming from relationship marketing that joins strategy and technology, with the objective of creating value for both customers and the company. In this paper we conceptualise this strategy, stressing key issues as well as ch...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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Universidad Autonoma del Estado de Mexico
2005-01-01
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| Series: | Ciencia Ergo Sum |
| Subjects: | |
| Online Access: | http://www.redalyc.org/articulo.oa?id=10412103 |
| Summary: | CRM strategy (customer relationship management) is a business philosophy, stemming from relationship marketing that joins strategy and technology, with the objective of creating value for both customers and the company. In this paper we conceptualise this strategy, stressing key issues as well as challenges faced when implementing a CRM system, from different perspectives: business processes, structure, organizational culture and analytical techniques |
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| ISSN: | 1405-0269 2395-8782 |