What is customer relationship management (CRM)?

What is customer relationship management (CRM)?

Bibliographic Details
Main Author:	Leow, Paul
Format:	Conference or Workshop Item
Language:	English
Published:	2010
Subjects:	HD28 Management. Industrial Management
Online Access:	https://repo.uum.edu.my/id/eprint/2056/1/Dr._Paul_Leow_001.pdf

Similar Items

Impact of customer relationship management (CRM) on customer satisfaction and loyalty: a systematic review
by: Nashwan, Saeed Awadh, et al.
Published: (2017)

Assessing the influence of customer relationship management (CRM) dimensions on organization performance
by: Mohammad, Abdul alem, et al.
Published: (2013)

Institutional-based customer relationship management (CRM) solution: The implementation success factors
by: Jimoh, T.B., et al.
Published: (2010)

A study of the perception of the benefits of customer relationship management (CRM) system in Malaysian private hospitals
by: Rababah, Khalid, et al.
Published: (2010)

A study on the CRM customer benefits towards customer satisfaction
by: Mohammadhossein, Nastaran
Published: (2013)

Principles and guidelines for developing implementation methodology of Customer Relationship Management (CRM) systems
by: Rababah, Khalid, et al.
Published: (2012)

Electronic customer relationship management (E-CRM) features: Comparing two football clubs (Manchester United & Chelsea FC)
by: Ado, Abdullahi Bala, et al.
Published: (2015)

The relationship between e-service quality and ease of use on customer relationship management (CRM) performance: An empirical investigation in Jordan mobile phone services
by: Wahab, Samsudin, et al.
Published: (2010)

Customer relationship management (CRM) technology and organization performance: Is marketing capability a missing link? An empirical study in the Malaysian hotel industry
by: Mohammed, Abdul Alem, et al.
Published: (2014)

Effectiveness of CRM system for customer service representatives (CSR) training at Telekom Malaysia
by: Muhammad, Badrul Aziz
Published: (2012)

The influence of electronic service quality on the performance of electronic customer relationship management (e-CRM) in Jordanian telecommunication industry
by: Mohd Noor, Nor Azila, et al.
Published: (2010)

Front end customer relationship management (CRM) for UTM alumni
by: Naharu, Nasrah
Published: (2010)

Customer profile management system using CRM
by: Ibrahim, Al-Fattah
Published: (2010)

A framework for knowledge – Driven CRM
by: Goon, Tuck Choy, et al.
Published: (2004)

Knowledge – Driven CRM: Issues and challenges
by: Goon, Tuck Choy, et al.
Published: (2004)

The customer relationship management strategies: personal needs assessment of training and customer turnover
by: Anvari, Roya, et al.
Published: (2010)

The mediating role of customer lifetime value on customer relationship management and business performance
by: Feiz, Setareh
Published: (2018)

Influential barriers of customer relationship management implementation
by: Kavosh, Kamyar, et al.
Published: (2011)

Effect of customer perceived value on customer relationship management performance in automobile industry in Iran
by: Ehsani, Zahra
Published: (2015)

Customer relationship management in small and medium sized hotels
by: Feiz, Setareh, et al.
Published: (2012)

A conceptual model of customer relationship management alignment
by: Mohamed, Norshidah, et al.
Published: (2012)

The mediating effect of output quality on the relationship between top management support and customer satisfaction on the implementation of customer relationship management system in public sector
by: Al-Arafati, Ahmed, et al.
Published: (2019)

The influence of CRM organization and knowledge management on employee job satisfaction and intention to quit: Malaysia call center perspective
by: Abdullateef, Aliyu Olayemi, et al.
Published: (2014)

The critical success factors of e-CRM implementation to small and medium enterprises
by: Ali, Zaman, et al.
Published: (2015)

A review of the inconsistency in CRM measurement: evidence from the telecommunication industry
by: Sarkindaji, Bashir Danlami, et al.
Published: (2014)

Customer relationship management implimentation : case studies on real estate practitioners
by: A. Hamid, Abu Bakar, et al.
Published: (2006)

Integration of customer relationship management and service quality towards customer satisfaction leading to consumer intention to purchase banking products
by: Hassan, Sheila Sa’Odah
Published: (2014)

Perception on E-CRM features for airline websites in Malaysia: Some empirical evidence
by: Ismail, Nor Alina, et al.
Published: (2015)

Relationship of knowledge management cycle and the performance from human, customer and organizational perspective
by: Soesanto, Rayinda P., et al.
Published: (2016)

The relationship marketing as a determinant of customer satisfaction in Islamic banking services management
by: Md Noor, Nur Syamilah, et al.
Published: (2015)

Customer relationship management and information technology as determinants of Malaysian hospitality: A qualitative approach
by: Hussain, Fawad, et al.
Published: (2012)

Linkages between CRM technologies, knowledge applications and first call resolution in inbound call centres
by: Abdullateef, Aliyu Olayemi, et al.
Published: (2013)

The relationship between customer service and the organizational performance
by: Mohd Hafizul Afiq, Su' Aif
Published: (2015)

Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction
by: Abdullateef, Aliyu Olayemi, et al.
Published: (2010)

The relationship between communication, customer knowledge and customer loyalty in Saudi Arabia insurance industry companies
by: Alawni, Mohammed Saad, et al.
Published: (2015)

Relationship quality and customer loyalty of Malaysian national carmakers
by: Saidin, Zainil Hanim, et al.
Published: (2017)

The consequences of qualitative overstretch on employee intention to quit in Malaysia call center industry: An implication of customer relationship management
by: Kareem, Olanrewaju, et al.
Published: (2013)

The influence of relationship quality on customer loyalty in the context of outsourcing relationships in the Malaysian hotel industry
by: Abdul Rahman, Maria, et al.
Published: (2015)

Trust and commitment: do they influence e-customer relationship performance?
by: Mohd Noor, Nor Azila
Published: (2012)

Relationships between system quality, service quality, and customer satisfaction
by: Mohammad Salameh, Anas Abdelsatar, et al.
Published: (2018)