Impact of customer relationship management (CRM) on customer satisfaction and loyalty: a systematic review
In this study, we review literature on Customer Relationship Management (CRM), focusing specifically on the impact of the CRM on customer satisfaction and customer loyalty.CRM is a set of practices that organizations adopt to maintain and increase their customer base.A systematic review of empirical...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Akademia Baru
2017
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| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/21506/1/JARBMS%206%201%202017%2086%20107.pdf |