Understanding customer relationship management (CRM): People, process and technology

@article{Chen2003UnderstandingCR,
  title={Understanding customer relationship management (CRM): People, process and technology},
  author={Injazz J. Chen and Karen Popovich},
  journal={Bus. Process. Manag. J.},
  year={2003},
  volume={9},
  pages={672-688}
}
  • I. Chen, K. Popovich
  • Published 1 October 2003
  • Business, Computer Science
  • Bus. Process. Manag. J.
Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company's customers. It is an integrated approach to managing relationships by focusing on customer retention and relationship development. CRM has evolved from advances in information technology and organizational changes in customer‐centric processes. Companies that successfully implement CRM will reap the rewards in customer loyalty and long run profitability. However… Expand
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