Ivey Publishing

Product Details

Note on Customer Relationship Management
Product Number:
9B02A001
Publication Date:
02/12/2002
Revised Date:
10/28/2009
Length:
23 pages (10 pages of text)
Product Type:
Note
Source:
Ivey
The concept of customer relationship management (CRM) and why it is important is examined in this note. It also examines the implementation process: corporate culture and strategy, software providers, technology and ways to measure the success of a CRM program. Many traditional bricks-and-mortar businesses are creating electronic commerce operations, therefore traditional CRM has expanded to include doing business on the Internet and this note looks at electronic customer relationship management (eCRM) as well. Also included are some examples of companies that have successfully implemented a CRM program, a list of CRM software vendors and examples of CRM software solutions.
Issues:
Disciplines:
Marketing
Setting:
Canada, 2002
Intended Audience:
Undergraduate/MBA
Price:
$5.30 CAD / $5.00 USD Printed Copy
$4.50 CAD / $4.25 USD Permissions
$4.50 CAD / $4.25 USD Digital Download
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