A Review-: Benefits and Critical Factors of Customer Relationship Management

Vijay Pal Dhaka

A Review-: Benefits and Critical Factors of Customer Relationship Management

Vijay Pal Dhaka * §

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§ Jaipur National University

A Review-: Benefits and Critical Factors of Customer Relationship Management

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Abstract

Customer Relationship Management (CRM) is a technical jargon which is a blend of methodologies, software and internet, which are used by a company to achieve its goal through the identification and satisfaction of customer’s stated and unstated needs and wants. This software addresses customer life cycle management. This system manages company interactions with current and future customers. It involves technology to organize, automate and synchronize business processes. CRM application is an essential tool for a company to grow and help to increase the satisfaction of customers. There are many benefits of CRM; those make the market environment customer centric. In this paper, we reviewed previous studies and identify those benefits which affect customers and company both. But CRM has many problems also because of them CRM gets failure. Its failure rate is more than its success rate. We also elaborated its failure factors and along with them its critical success factors which help in making CRM a successful project for a company, however implementation of CRM is a complex task.

References

8 Cites in Article

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J Injazz,Karen Chen,Popovich (2003). Understanding customer relationship management (CRM) People, process and technology.
R Dr,J Jayam,Radha (2013). Factors Associated with Success and Failures in CRM.
Dr Nastaran Mohammadhossein,Hidayati Nor,Zakaria (2012). CRM Benefits for Customers: Literature Review (2005-2012).
Franka Piskar,Armand Faganel (2009). A Successful CRM Implementation Project in a Service Company: Case Study.
B Thompson (2002). what is CRM? www.
Harald Salomann,Malte Dous,Lutz Kolbe,Walter Brenner (2006). Advancing CRM Initiatives with Knowledge Management.
Jana Urdziková,Martina Jakábová,Sebastian Saniuk (2012). The Customer Relationship Management in Terms of Business Practice in Slovakia.
Hsin Hsin,Chang (2007). Critical Factors and Benefits in the Implementation of Customer Relationship Management.

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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

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Not applicable for this article.

How to Cite This Article

Vijay Dhaka. 2014. "A Review-: Benefits and Critical Factors of Customer Relationship Management". Global Journal of Computer Science and Technology, Global Journal of Computer Science and Technology - C: Software & Data Engineering GJCST-C Volume 14 (GJCST Volume 14 Issue C6).

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GJCST Volume 14 Issue C6

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Journal Specifications

Crossref Journal DOI 10.17406/gjcst

Print ISSN 0975-4350

e-ISSN 0975-4172

Keywords

Customer relationship management inform -ation technology Software

Classification

H.2.8

Submission ReceivedDecember 6, 2013
Peer Review Double Blind
Handling Editor
Accepted January 1, 2014
Published January 15, 2014

Version of record

v1.2

Issue date

September 6, 2014

Language

English

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Article Matrices

Total Score: 142

Country: India

Subject: Global Journal of Computer Science and Technology

Authors: Pooja Nahar, Vijay Pal Dhaka (PhD/Dr. count: 0)

View Count (all-time): 389

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Total Downloads (simulated): 136

Publish Date: 2014 01, Wed

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