Customer relationship management

1726:, CCA, the practice of having an integrated system that coordinates contacts between an organization and the public, is designed to reduce the repetitive and tedious parts of a contact center agent's job. Automation prevents this by having pre-recorded audio messages that help customers solve their problems. For example, an automated contact center may be able to re-route a customer through a series of commands asking him or her to select a certain number to speak with a particular contact center agent who specializes in the field in which the customer has a question. Software tools can also integrate with the agent's desktop tools to handle customer questions and requests. This also saves time on behalf of the employees. 1365:

homogeneous. When building and managing customer relationships through marketing, firms might benefit from using a variety of tools to help organizational design, incentive schemes, customer structures, and more to optimize the reach of their marketing campaigns. Through the acknowledgment of the distinct phases of CRM, businesses will be able to benefit from seeing the interaction of multiple relationships as connected transactions. The final factor of CRM highlights the importance of CRM through accounting for the profitability of customer relationships. By studying the particular spending habits of customers, a firm may be able to dedicate different resources and amounts of attention to different types of consumers.

1236:. The same year, Gartner organized and held the first Customer Relationship Management Summit, and summarized the features systems should offer to be classified as CRM solutions. In 2013 and 2014, most of the popular CRM products were linked to business intelligence systems and communication software to improve corporate communication and end-users' experience. The leading trend is to replace standardized CRM solutions with industry-specific ones, or to make them customizable enough to meet the needs of every business. In November 2016, 1611:

between consumers in China, Germany, Spain, and the United States, with over 200 brands in 11 industries including airlines, cars, and media. This information is valuable as it provides demographic, behavioral, and value-based customer segmentation. These types of relationships can be both positive and negative. Some customers view themselves as friends of the brands, while others as enemies, and some are mixed with a love-hate relationship with the brand. Some relationships are distant, intimate, or anything in between.

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customization enhances the perceived quality of products and services from a customer's viewpoint, and because the perceived quality is a determinant of customer satisfaction, it follows that CRM applications indirectly affect customer satisfaction. CRM applications also enable firms to provide timely, accurate processing of customer orders and requests and the ongoing management of customer accounts. For example, Piccoli and Applegate discuss how Wyndham uses IT tools to deliver a consistent service

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CRM system's analysis. Clients may be treated like an exchange party, rather than a unique individual, due to, occasionally, a lack of a bridge between the CRM data and the CRM analysis output. Many studies show that customers are frequently frustrated by a company's inability to meet their relationship expectations, and on the other side, companies do not always know how to translate the data they have gained from CRM software into a feasible action plan. In 2003, a

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that customers are increasingly becoming dissatisfied with contact center experiences due to lags and wait times. They also request and demand multiple channels of communication with a company, and these channels must transfer information seamlessly. Therefore, it is increasingly important for companies to deliver a cross-channel customer experience that can be both consistent as well as reliable.

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2007 survey from the UK, four-fifths of senior executives reported that their biggest challenge is getting their staff to use the systems they had installed. Forty-three percent of respondents said they use less than half the functionality of their existing systems. However, market research regarding consumers' preferences may increase the adoption of CRM among developing countries' consumers.

2052: 984: 1122:, the Farley File was a comprehensive set of records detailing political and personal facts about people FDR and Farley met or were supposed to meet. Using it, people that FDR met were impressed by his "recall" of facts about their family and what they were doing professionally and politically. In 1982, Kate and Robert D. Kestenbaum introduced the concept of 1276:, a single page for each customer that a company may have. The dashboard may provide client information, past sales, previous marketing efforts, and more, summarizing all of the relationships between the customer and the firm. Operational CRM is made up of 3 main components: sales force automation, marketing automation, and service automation. 1348:(CDP) is a computer system used by marketing departments that assembles data about individual people from various sources into one database, with which other software systems can interact. As of February 2017, about twenty companies were selling such systems and revenue for them was around US$ 300 million. 1200:. Between 1997 and 2000, leading CRM products were enriched with shipping and marketing capabilities. Siebel introduced the first mobile CRM app called Siebel Sales Handheld in 1999. The idea of a stand-alone, cloud-hosted customer base was soon adopted by other leading providers at the time, including 1602:. The three basic methods of customer profiling are the psychographic approach, the consumer typology approach, and the consumer characteristics approach. These customer profiling methods help you design your business around who your customers are and help you make better customer-centered decisions. 1964:

CRM technologies can easily become ineffective if there is no proper management, and they are not implemented correctly. The data sets must also be connected, distributed, and organized properly so that the users can access the information that they need quickly and easily. Research studies also show

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is a driving force behind the adoption of CRM software. Some of the top CRM trends identified in 2021 include focusing on customer service automation such as chatbots, hyper-personalization based on customer data and insights, and the use of unified CRM systems. CRM vendors support sales productivity

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Despite the general notion that CRM systems were created for customer-centric businesses, they can also be applied to B2B environments to streamline and improve customer management conditions. For the best level of CRM operation in a B2B environment, the software must be personalized and delivered at

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report estimated that more than $ 2 billion had been spent on software that was not being used. According to CSO Insights, less than 40 percent of 1,275 participating companies had end-user adoption rates above 90 percent. Many corporations only use CRM systems on a partial or fragmented basis. In a

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Companies face large challenges when trying to implement CRM systems. Consumer companies frequently manage their customer relationships haphazardly and unprofitably. They may not effectively or adequately use their connections with their customers, due to misunderstandings or misinterpretations of a

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sessions, phone calls, and more. Many companies do not properly make use of this great amount of data, however. All of these are signs of what types of relationships the customer wants with the firm, and therefore companies may consider investing more time and effort in building out their relational

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growth. CRM may be used with past, present or potential customers. The concepts, procedures, and rules that a corporation follows when communicating with its consumers are referred to as CRM. This complete connection covers direct contact with customers, such as sales and service-related operations,

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across its various properties to a customer. Both an improved ability to customize and reduced variability of the consumption experience enhance perceived quality, which in turn positively affects customer satisfaction. CRM applications also help firms manage customer relationships more effectively

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For small businesses, a CRM system may consist of a contact management system that integrates emails, documents, jobs, faxes, and scheduling for individual accounts. CRM systems available for specific markets (legal, finance) frequently focus on event management and relationship tracking as opposed

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Part of the paradox with CRM stems from the challenge of determining exactly what CRM is and what it can do for a company. The CRM paradox, also referred to as the "dark side of CRM", may entail favoritism and differential treatment of some customers. This can happen because a business prioritizes

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Consultants hold that it is important for companies to establish strong CRM systems to improve their relational intelligence. According to this argument, a company must recognize that people have many different types of relationships with different brands. One research study analyzed relationships

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focuses on easing the overall marketing process to make it more effective and efficient. CRM tools with marketing automation capabilities can automate repeated tasks, for example, sending out automated marketing emails at certain times to customers or posting marketing information on social media.

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analysis, automates the tracking of a client's account history for repeated sales or future sales and coordinates sales, marketing, call centers, and retail outlets. It prevents duplicate efforts between a salesperson and a customer and also automatically tracks all contacts and follow-ups between

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in 2004. During this period, CRM was rapidly migrating to the cloud, as a result of which it became accessible to sole entrepreneurs and small teams. This increase in accessibility generated a huge wave of price reduction. Around 2009, developers began considering the options to profit from social

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as a discipline within companies. More and more companies establish Customer Success teams as separate from the traditional Sales team and task them with managing existing customer relations. This trend fuels demand for additional capabilities for a more holistic understanding of customer health,

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involves the use of social media and technology to engage and learn from consumers. Because the public, especially young people, are increasingly using social networking sites, companies use these sites to draw attention to their products, services and brands, with the aim of building up customer

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Growing in popularity is the idea of gamifying, or using game design elements and game principles in a non-game environment such as customer service environments. The gamification of customer service environments includes providing elements found in games like rewards and bonus points to customer

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A customer profile is a detailed description of any particular classification of customer which is created to represent the typical users of a product or service. Customer profiling is a method to understand your customers in terms of demographics, behaviour and lifestyle. It is used to help make

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Europe has had a 75% annual profit growth since 1995. The firm heavily invests in screening potential cardholders. Once proper clients are identified, the firm retains 97% of its profitable customers. They implement CRM by marketing the right products to the right customers. The firm's customers'

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Some CRM systems integrate social media sites like Twitter, LinkedIn, and Facebook to track and communicate with customers. These customers also share their own opinions and experiences with a company's products and services, giving these firms more insight. Therefore, these firms can both share

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to analyze customer data. These analytics help improve customer service by finding small problems which can be solved, perhaps by marketing to different parts of a consumer audience differently. For example, through the analysis of a customer base's buying behavior, a company might see that this

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has important implications for the economic performance of firms because it has the ability to increase customer loyalty and usage behavior and reduce customer complaints and the likelihood of customer defection. The implementation of a CRM approach is likely to affect customer satisfaction and

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The third primary aim of CRM systems is to incorporate external stakeholders such as suppliers, vendors, and distributors, and share customer information across groups/departments and organizations. For example, feedback can be collected from technical support calls, which could help provide

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Firstly, firms can customize their offerings for each customer. By accumulating information across customer interactions and processing this information to discover hidden patterns, CRM applications help firms customize their offerings to suit the individual tastes of their customers. This

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The main components of CRM are building and managing customer relationships through marketing, observing relationships as they mature through distinct phases, managing these relationships at each stage and recognizing that the distribution of the value of a relationship to the firm is not

1652:, and forums can also be used to collect and analyze information. Understanding the customer and capturing this data allows companies to convert customers' signals into information and knowledge that the firm can use to understand a potential customer's desired relations with a brand. 1961:

customers who are more profitable, more relationship-orientated or tend to have increased loyalty to the company. Although focusing on such customers by itself isn't a bad thing, it can leave other customers feeling left out and alienated potentially decreasing profits because of it.

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In the Gartner CRM Summit 2010 challenges like "system tries to capture data from social networking traffic like Twitter, handles Facebook page addresses or other online social networking sites" were discussed and solutions were provided that would help in bringing more clientele.

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Pharmaceutical companies were some of the first investors in sales force automation (SFA) and some are on their third- or fourth-generation implementations. However, until recently, the deployments did not extend beyond SFA—limiting their scope and interest to Gartner analysts.

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Relational Intelligence, which is the awareness of the variety of relationships a customer can have with a firm and the ability of the firm to reinforce or change those connections, is an important component of the main phases of CRM. Companies may be good at capturing

2030: – The present era i.e 21st century demands that a business organization create and maintain a sustainable competitive advantage over rival organizations in its industry by embracing the new approach: sustainable market orientation.Afolayan(2020) 1321:

customer base has not been buying a lot of products recently. After reviewing their data, the company might think to market to this subset of consumers differently to best communicate how this company's products might benefit this group specifically.

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The role of analytical CRM systems is to analyze customer data collected through multiple sources and present it so that business managers can make more informed decisions. Analytical CRM systems use techniques such as data mining, correlation, and

1411:(SaaS), delivered via the internet and accessed via a web browser instead of being installed on a local computer. Businesses using the software do not purchase it but typically pay a recurring subscription fee to the software vendor. 1676:

representatives must be trained to value customer relationships and trained to understand existing customer profiles. Even the finance and legal departments should understand how to manage and build relationships with customers.

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to give the users information on where to focus their marketing and customer service. This allows agents to have access to a caller's history to provide personalized customer communication. The intention is to maximize

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Customer-centric relationship management (CCRM) is a nascent sub-discipline that focuses on customer preferences instead of customer leverage. CCRM aims to add value by engaging customers in individual, interactive

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Systems for non-profit and membership-based organizations help track constituents, fundraising, sponsors' demographics, membership levels, membership directories, volunteering and communication with individuals.

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Enterprise feedback management software platforms combine internal survey data with trends identified through social media to allow businesses to make more accurate decisions on which products to supply.

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The concept of customer relationship management started in the early 1970s, when customer satisfaction was evaluated using annual surveys or by front-line asking. At that time, businesses had to rely on

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Service automation is the part of the CRM system that focuses on direct customer service technology. Through service automation, customers are supported through multiple channels such as phone, email,

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CRM systems can also include technologies that create geographic marketing campaigns. The systems take in information based on a customer's physical location and sometimes integrates it with popular

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relationships to increase demand. With the increase in the use of social media platforms, integrating CRM with the help of social media can potentially be a quicker and more cost-friendly process.

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which is a limitation for many existing vendors in the space. As a result, a growing number of new entrants enter the market while existing vendors add capabilities in this area to their suites.

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tiers, but this is only a firm's industrial view of customer relationships. A lack of relational intelligence is a sign that firms still see customers as resources that can be used for

1627:, interviews, and more, with current customers. Companies must also improve the relational intelligence of their CRM systems. Companies store and receive huge amounts of data through 1474:

level is expected to increase. These central benefits of CRM will be connected hypothetically to the three kinds of equity, which are relationship, value, and brand, and in the end to

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and Identity Commons' Internet Identity Workshops, as well as by a growing number of startups and established companies. VRM was the subject of a cover story in the May 2010 issue of

1879:(VRM), which provide tools and services that allow customers to manage their individual relationship with vendors. VRM development has grown out of efforts by ProjectVRM at Harvard's 1541:

card usage is 52% above the industry norm, and the average expenditure is 30% more per transaction. Also 10% of their account holders ask for more information on cross-sale products.

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media's momentum and designed tools to help companies become accessible on all users' favourite networks. Many startups at the time benefited from this trend to provide exclusively

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CRM not only indicates technology and strategy but also indicates an integrated approach that includes employees knowledge and organizational culture to embrace the CRM philosophy.

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Tavana, Ali Feizbakhsh; Fili, Saeed.; Tohidy, Alireza; Vaghari, Reza; Kakouie, Saed (November 2013). "Theoretical Models of Customer Relationship Management in Organizations".

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Law, Monica; Lau, Theresa; Wong, Y.H. (2003). "From customer relationship management to customer-managed relationship: unraveling the paradox with a co-creative perspective".

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CRM providers are popular for small and mid-market businesses. These systems codify the interactions between the company and customers by using analytics and

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works with all stages in the sales cycle, from initially entering contact information to converting a prospective client into an actual client. It implements

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Reinartz, Werner; Krafft, Manfred; Hoyer, Wayne D. (August 2004). "The Customer Relationship Management Process: Its Measurement and Impact on Performance".

1401:, which helps the company to manage unpredictable growth and demand and implement a good forecasting model to integrate sales history with sales projections. 1093:

The global customer relationship management market size is projected to grow from $ 101.41 billion in 2024 to $ 262.74 billion by 2032, at a CAGR of 12.6%

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Bolton, Ruth N. (1998). "A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction".

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Managers must understand the different reasons for the types of relationships, and provide the customer with what they are looking for. Companies can

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technology, which is used to aggregate transaction information, to merge the information with CRM products, and to provide key performance indicators.

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of sales, marketing, and customer support. Therefore, these systems typically have a dashboard that gives an overall view of the three functions on a

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customer-focused decisions without confusing the scope of the project with personal opinion. Overall profiling is gathering information that sums up

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Zeng, Yun E; Wen, H. Joseph; Yen, David C (1 March 2003). "Customer relationship management (CRM) in business-to-business (B2B) e-commercenull".

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CRM systems that track and measure marketing campaigns over multiple networks, tracking customer analysis by customer clicks and sales.

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The focus of a business on being customer-centric (in design and implementation of their CRM strategy) will translate into an improved

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was the first company to provide enterprise applications through a web browser, and has maintained its leadership position.

1373:, such as gender, age, income, and education, and connecting them with purchasing information to categorize customers into 5000: 4240: 1280: 1186: 988: 733: 643: 294: 4190: 2501: 1758:

GPS applications. It can be used for networking or contact management as well to help increase sales based on location.

1182: 1154: 851: 637: 465: 5005: 4990: 4826: 4689: 4323: 1269: 1034:) is a process in which a business or other organization administers its interactions with customers, typically using 841: 728: 678: 3938: 3182: 2310: 1141:

The trend was followed by numerous companies and independent developers trying to maximize lead potential, including

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forecasting, and the analysis of consumer patterns and behaviours, from the perspective of the company. According to

1536:. Companies that have mastered customer relationship strategies have the most successful CRM programs. For example, 4816: 4571: 3514:

Prasongsukarn, Kriengsin (2006). "Customer relationship management from theory to practice: Implementation steps".

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With CRM systems, customers are served on the day-to-day process. With more reliable information, their demand for

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Avery, Jill. (2014). "Unlock the Mysteries of Your Customer Relationships", Harvard Business Review. August 2014.

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from companies will decrease. If there is less need to interact with the company for different problems, then the

4684: 4576: 4308: 3155: 1975: 1694: 1555:, and more for the customer. They also used CRM training for the employees to see up to 80% of customers repeat. 1532:

by 50% on average across multiple industries, as well as a boost of up to 90% within specific industries such as

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tools can motivate agents by tapping into their desire for rewards, recognition, achievements, and competition.

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The goal with marketing automation is to turn a sales lead into a full customer. CRM systems today also work on

1073:. They allow businesses to learn more about their target audiences and how to better cater to their needs, thus 4938: 4694: 4158: 1699: 891: 866: 602: 312: 246: 216: 3259: 2926: 3419: 1799:

Some CRM systems are equipped with mobile capabilities, making information accessible to remote sales staff.

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with different products, such as tools that measure the effectiveness of ads that appear in 3D video games.

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based on the principle of a digital Rolodex, which offered a contact management service for the first time.

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how to recognize and create strong customer-brand relationships. Other employees have also been trained in

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focus on marketing automation tasks such as cart rescue, re-engaging users with email, and personalization.

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released a report where it "identified the nine most significant CRM suites from eight prominent vendors".

4965: 4908: 4903: 4888: 4724: 4674: 4581: 4502: 4328: 4213: 3389: 3356: 2015: 1398: 1345: 1339: 1178: 941: 926: 856: 718: 622: 271: 171: 151: 141: 106: 2834: 1153:, in 1993. In order to compete with these new and quickly growing stand-alone CRM solutions, established 4928: 4893: 4714: 4611: 4512: 4465: 4426: 4318: 4293: 4255: 4250: 4235: 4223: 4185: 2180: 2078:"Customer relationship management and big data enabled: Personalization & customization of services" 1812: 1471: 1445: 1408: 1050: 823: 705: 693: 585: 578: 553: 515: 490: 440: 347: 308: 56: 2076:

Anshari, Muhammad; Almunawar, Mohammad Nabil; Lim, Syamimi Ariff; Al-Mudimigh, Abdullah (1 July 2019).

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Dwivedi, Yogesh K.; Ismagilova, Elvira; Hughes, D. Laurie; Carlson, Jamie; et al. (August 2021).

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Fornell, Claes (January 1992). "A National Customer Satisfaction Barometer: The Swedish Experience".

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Nirpaz G., Pizarro F., Farm Don't Hunt: The Definitive Guide to Customer Success, March 2016, p. 101

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Richards, A. Keith; Jones, E. (2008). "Customer relationship management: Finding value drivers".

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Leach, B. (2003). "Success of CRM systems hinges on the establishment of measurable benefits".

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Traditional providers moved into the cloud-based market via acquisitions of smaller providers:

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or extended customer service (e.g. inquiry, activity management) as CRM features in their ERP.

4918: 4852: 4646: 4641: 4606: 4548: 4543: 4522: 4470: 4364: 4303: 3757: 3538: 3494: 2968: 2715: 2632: 2591: 2474: 2134: 2099: 2009: 1665: 1661: 911: 818: 774: 700: 573: 480: 450: 387: 181: 2336: 1983: – Form of corporate self-regulation aimed at contributing to social or charitable goals 4699: 4457: 4447: 4369: 4230: 4130: 4115: 4096: 4062: 4054: 3956: 3893: 3462: 3454: 3132: 3058: 3022: 2995: 2960: 2864: 2624: 2585: 2442: 2089: 1951: 1896: 1673: 1370: 1166: 963: 781: 723: 548: 543: 505: 342: 337: 96: 2893: 4811: 4752: 4709: 4704: 4616: 4596: 4413: 4333: 4116:"The customer relationship management paradox: Five steps to create a fairer organisation" 3583: 2056: 1943: 1929: 1808: 1774:

CRM systems concern aspects like sizing of contact databases and length of relationships.

1620: 1572: 1475: 1284: 1046: 916: 768: 661: 525: 455: 445: 362: 259: 226: 191: 111: 91: 1989: – Representation of the monetary worth of what a company could do for its customers 1385:

opportunities, rather than people looking for interesting and personalized interactions.

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direction for marketing products and services to that particular customer in the future.

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Strategic CRM concentrates upon the development of a customer-centric business culture.

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to automate sales, but the extent of technology allowed them to categorize customers in

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that is collected alongside core data (name, address, company) and processed through

1591: 1583: 1374: 1142: 1035: 921: 357: 204: 3458: 3136: 3047:"Why Do Customer Relationship Management Applications Affect Customer Satisfaction?" 2743:"What is customer relationship management (CRM) ? - Definition from WhatIs.com" 2111: 1192:

Customer relationship management was popularized in 1997 due to the work of Siebel,

1126:, namely applying statistical methods to analyze and gather customer data. By 1986, 3072: 2628: 1859: 1711: 1645: 1467: 1356: 1233: 1181:

started extending their sales, distribution and customer service capabilities with

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It's all about the Customer, Stupid – The Importance of Customer-Centric Partners.

3843:"Three Key CRM Trends In 2021 That Will Allow You To Better Engage Your Customers" 2533: 2001: – Academic discipline studying the history of marketing practice and thought 2742: 2468: 1791:

The era of the "social customer" refers to the use of social media by customers.

4757: 2868: 2361: 2220:"Market Share: Customer Experience and Relationship Management, Worldwide, 2020" 1992: 1954: 1690: 1637: 1632: 1587: 1131: 1111: 1107: 956: 495: 136: 121: 116: 3869:"Oracle announces in-game ad measurement technology in new CX portfolio update" 3491:

Customer Relationship Management: How to Turn a Good Business Into a Great One!

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across the stages of relationship initiation, maintenance, and termination.

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Oracle Buys Cloud-based Customer Service Company RightNow For $ 1.5 Billion

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https://hbr.org/2014/07/unlock-the-mysteries-of-your-customer-relationships

3208:"A Dozen Simple Ways to Improve Customer Relations - Enterprise Apps Today" 2155:"Management Tools – Customer Relationship Management – Bain & Company" 2051: 983: 2999: 1843: 1827: 1229: 1220: 1135: 1039: 266: 221: 3298:"Still Struggling to Reduce Call Center Costs Without Losing Customers?" 4066: 4030:

Joachim, David (11 March 2002). "CRM tools improve access, usability".

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Feiz, Setareh; Ghotbabadi, Ali Ramezani; Khalifah, Zainab Bte (2016).

3816:"CRM Trends 2021: How the Pandemic Altered Customer Behavior Forever" 3665: 2925:

Avery, Jill; Fournier, Susan; Wittenbraker, John (July–August 2014).

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service representatives as a method of feedback for a job well done.

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and lists. One of the best-known precursors of modern-day CRM is the

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The Forrester Wave: CRM Suites For Enterprise Organizations, Q4 2016

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their own opinions and also track the opinions of their customers.

3722:"News Analysis: The Implications Of Oracle's Acquisition Of Taleo" 2234:"Customer Relationship Management [CRM] Market Size, 2032" 2181:"Customer Relationship Management – CRM goes beyond just software" 1831: 1628: 1493: 1078: 1062: 904: 66: 3894:"Gartner's Top 54 CRM Case Studies, Sorted by Industry, for 2005" 2337:"How to build a global company from a small town: The Zoho story" 3782:

SAP Challenges Oracle With $ 3.4 Billion SuccessFactors Purchase

2502:"Gartner Announces Customer Relationship Management Summit 2009" 1649: 1590:

purposes. Customer or consumer profiles are the essences of the

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Sales forces also play an important role in CRM, as maximizing

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and decrease idle and unproductive contact with the customers.

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Association of Technology, Management, and Applied Engineering

4082:"The dark side of CRM: Advantaged and disadvantaged customers" 3045:

Mithas, Sunil; Krishnan, M.S.; Fornell, Claes (October 2005).

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International Journal of Computer Science and Mobile Computing

1197: 510: 4143: 1957:, which often requires extra expenditures on legal support. 1770:

The main differences between business-to-consumer (B2C) and

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Individualized marketing messages are also called campaigns.

3798:"NetSuite acquires most of Verenia, the CPQ and CRM vendor" 3553:"B2B Marketing: What Makes It Special? | B2B International" 2617:

Asian Journal of Research in Social Sciences and Humanities

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Customer Relationship Management: Concepts and Technologies

1478:. Eight benefits were recognized to provide value drivers. 3666:"What Is Mobile CRM? Definition, Features & Best Apps" 3091:

Wyndham International: Fostering High-Touch with High-Tech

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International Journal of Business and Behavioral Sciences

3615:"Closing More Deals With NoCRM.io's Improved Mobile App" 2386:"It's official: Oracle closes on PeopleSoft acquisition" 1515:

Connect customers and all channels on a single platform.

2835:"How customer data platforms can benefit your business" 2259:"CRM History: The Evolution Of Better Customer Service" 2018: – Form of marketing focused on customer retention 1509:

Improved customer service efficiency and effectiveness.

1449:

customer knowledge for a variety of different reasons.

3156:"The story behind successful CRM - Bain & Company" 2470:

Customer Relationship Management: A Strategic Approach

1660:

Many firms have also implemented training programs to

2927:"Unlock the Mysteries of Your Customer Relationships" 1807:

Many CRM vendors offer subscription-based web tools (

2041:

Pages displaying wikidata descriptions as a fallback

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Pages displaying wikidata descriptions as a fallback

4866: 4835: 4799: 4771: 4743: 4655: 4629: 4557: 4531: 4488: 4456: 4412: 4401: 4347: 4282: 4275: 4264: 4199: 4114:Nguyen, B.; Lee-Wingate, S. N.; Simkin, L. (2014). 2769:"Role of Technology in Accounting and E-accounting" 2652: 2650: 2648: 2646: 1268:The primary goal of CRM systems is integration and 2584:Buttle, Francis; Maklan, Stan (11 February 2015). 2126: 1219:The first open-source CRM system was developed by 1086:, the global CRM market size is estimated at $ 69 2767:Josiah, Ahaiwe; Ikenna, Oluigbo (February 2015). 2737: 2735: 2733: 2731: 2534:"Industry Specific/Vertical Market CRM Solutions" 1134:had released a customer evaluation system called 2850: 2848: 2380: 2378: 3447:International Journal of Information Management 3150: 3148: 3146: 27:Process of managing interactions with customers 3040: 3038: 3036: 2953:Information Management & Computer Security 2920: 2918: 2916: 2914: 2798: 2796: 2794: 2680: 2678: 2510:(Press release). 5 August 2009. Archived from 2311:"How Context Sits at Intersection of CRM, ACD" 1586:so that they can be grouped for marketing and 4996:Office and administrative support occupations 4159: 3273:"9 Ways to Improve Your Company's CRM System" 2888: 2886: 1916:were identified as the newest trends in CRM. 1057:, telephone (which many software come with a 1008: 8: 3748:"Oracle to Buy Eloqua in $ 810 Million Deal" 2012: – Concept in philosophy and psychology 1551:. The firm implemented personal greetings, 4409: 4279: 4272: 4166: 4152: 4144: 3357:"Gamification Comes to the Contact Center" 2613:"Customer Lifetime Value in Organizations" 2206:"CRM software revenue worldwide 2010-2020" 1995: – Set of records kept by politicians 1895:Another trend worth noting is the rise of 1015: 1001: 31: 3939:"7 Top CRM Trends for 2017: A Look Ahead" 3466: 3089:Piccoli, Gabriele; Applegate, L. (2003). 3062: 2335:Mukherjee, Sharmistha (2 February 2017). 2093: 1881:Berkman Center for Internet & Society 1069:, marketing materials and more recently, 3412:"Contact center automation takes flight" 2828: 2826: 1672:to help bolster customer relationships. 1360:Components in the different types of CRM 1355: 4020:(2006) Demystifying CRM Adoption Rates. 3603:(4th ed.). McGraw Hill. p. 7. 2437: 2435: 2433: 2068: 1151:Siebel Customer Relationship Management 34: 2894:"What's Your Relational Intelligence?" 2284:"Software survey: CRM systems in 2021" 2129:Computer-Aided Marketing & Selling 1489:Integrated assistance across channels. 1177:(an Oracle subsidiary as of 2005) and 1149:, who designed the first CRM product, 4080:Nguyen, Bang; Simkin, Lyndon (2013). 4047:Marketing Intelligence & Planning 3957:"CRM and ERP: What's The Difference?" 2039: – category of business activity 7: 2833:Greenberg, Paul (13 February 2017). 1547:has also seen successes through its 1524:Research has found a 5% increase in 1407:Some CRM software is available as a 1306:, ticketing portals, FAQs, and more. 4843:Bachelor of Business Administration 1948:personally identifiable information 4944:Organizational behavior management 3304:. 15 November 2007. Archived from 3093:(Report). Harvard Business School. 1644:to understand relational signals. 25: 4858:Doctor of Business Administration 4848:Master of Business Administration 3983:"Demystifying CRM Adoption Rates" 3531:"How to build a B2B-friendly CRM" 2082:Applied Computing and Informatics 1762:Business-to-business transactions 1648:such as social networking sites, 1506:Customized products and services. 989:Business and economics portal 4986:Customer relationship management 4959: 4135:10.1362/204440814X14103454934177 3587:CRM Trends in Insurance Industry 3577:CRM Trends in Insurance Industry 2712:Customer relationship management 2309:Vitek, Chris (10 January 2017). 2050: 1850:Sales and sales force automation 1636:intelligence. Companies can use 1028:Customer relationship management 982: 18:Customer-relationship management 3489:Roberts-Phelps, Graham (2001). 3459:10.1016/j.ijinfomgt.2020.102168 3181:DeVault, Gigi (28 March 2012). 3137:10.1016/j.indmarman.2006.08.005 3125:Industrial Marketing Management 2238:www.fortunebusinessinsights.com 1981:Corporate social responsibility 1875:Another related development is 1598:methods, essentially a type of 1441:Effect on customer satisfaction 4822:Chartered Management Institute 3341:. 2 March 2017. Archived from 2629:10.5958/2249-7315.2016.00103.9 2037:Vendor relationship management 2028:Sustainable market orientation 2022:Socially responsible marketing 1877:vendor relationship management 1871:Vendor relationship management 1569:Biology and consumer behaviour 1: 4089:Journal of Consumer Marketing 3321:"What Is Contact Center CRM?" 2857:Journal of Marketing Research 2473:. Global India Publications. 1584:projects them into the future 1496:efficiency and effectiveness. 644:management information system 295:Chief human resources officer 4191:Index of management articles 2024: – Marketing philosophy 1155:enterprise resource planning 1104:standalone mainframe systems 1040:large amounts of information 638:Enterprise resource planning 466:Financial statement analysis 4827:Critical management studies 4690:Full range leadership model 4034:. Vol. 87, no. 3. 3529:Henderson, Rebekah (2013). 3262:Retrieved: 20 November 2015 3212:www.enterpriseappstoday.com 2869:10.1509/jmkr.41.3.293.35991 2658:"Types of CRM and Examples" 1904:AI and predictive analytics 5022: 4817:Certified Business Manager 3493:. Thorogood. p. 140. 3187:The Balance Small Business 3064:10.1509/jmkg.2005.69.4.201 3027:10.1177/002224299205600103 1923: 1846:acquired Verenia in 2022. 1695:key performance indicators 1623:this information by using 1562: 1337: 1185:. This included embedding 1049:from a range of different 4957: 4685:Evidence-based management 4181: 4101:10.1108/07363761311290812 4059:10.1108/02634500310458153 3601:CRM at the Speed of Light 3382:"CRM in Customer Service" 2965:10.1108/09685220310463722 2443:"History of CRM Software" 2133:. Butterworth Heinemann. 2095:10.1016/j.aci.2018.05.004 1976:Comparison of CRM systems 1946:of customer data such as 1718:Contact-center automation 1528:boosts lifetime customer 300:Chief information officer 132:Limited liability company 4939:Organization development 4695:Management by objectives 3599:Greenberg, Paul (2009). 3516:Inspire Research Company 2710:Buttle, Francis (2003). 1803:Cloud computing and SaaS 1700:average revenue per user 1053:, including a company's 313:Chief technology officer 247:Mergers and acquisitions 217:Constitutional documents 42:Management of a business 4720:Social entrepreneurship 4680:Earned value management 3820:www.informationweek.com 3753:The Wall Street Journal 2931:Harvard Business Review 2263:www.streetdirectory.com 1910:artificial intelligence 1750:Location-based services 1553:collaborative filtering 373:Environmental economics 353:International economics 304:Chief marketing officer 290:Chief financial officer 285:Chief operating officer 281:Chief executive officer 242:International trade law 36:Business administration 4966:Systems science portal 4909:Management development 4904:Management cybernetics 4889:Executive compensation 4725:Sustainable management 4587:Information technology 4567:Environmental resource 3785:Bloomberg Businessweek 2467:Jha, Lakshman (2008). 2016:Relationship marketing 1399:Opportunity management 1361: 1346:customer data platform 1340:Customer data platform 1334:Customer data platform 1281:Sales force automation 1204:(acquired by Oracle), 1187:sales force automation 1051:communication channels 942:International business 927:Business judgment rule 272:Chief business officer 172:Annual general meeting 152:State-owned enterprise 142:Privately held company 4929:Managerial psychology 4894:Management consulting 4715:Scientific management 4498:Customer relationship 4186:Outline of management 3726:Enterprise Irregulars 3691:Put Cloud CRM to Work 3641:"Salesforce Platform" 3234:"A CRM success story" 2714:. London: Routledge. 2125:Shaw, Robert (1991). 1858:and increasing sales 1842:in December 2011 and 1830:in October 2011, and 1563:Further information: 1486:profitable customers. 1472:customer satisfaction 1446:Customer satisfaction 1409:software as a service 1388:CRM systems include: 1359: 1299:through social media. 1228:solutions, including 1118:'s campaign manager, 618:Customer relationship 554:Business intelligence 516:Financial institution 491:International finance 441:Cash conversion cycle 348:Development economics 309:Chief product officer 57:Management accounting 5001:Marketing techniques 4924:Managerial economics 4884:Corporate governance 4791:Oliver E. Williamson 4670:Collaborative method 3867:Gagliordi, Natalie. 3756:. 20 December 2012. 3582:17 July 2021 at the 3541:on 28 December 2017. 3392:on 23 September 2015 3051:Journal of Marketing 3015:Journal of Marketing 3000:10.1287/mksc.17.1.45 2179:Hargrave, Marshall. 1999:History of marketing 1987:Customer value model 1914:predictive analytics 1834:and Eloqua in 2012; 1772:business-to-business 1549:customer proposition 1482:Enhanced ability to 1417:return on investment 1292:Marketing automation 1274:single customer view 1183:embedded CRM modules 559:Business development 403:Economic development 165:Corporate governance 62:Financial accounting 4786:Eliyahu M. Goldratt 3308:on 16 January 2012. 2057:Business portal 1950:must strictly obey 1856:sales effectiveness 1767:individual levels. 1318:pattern recognition 1297:customer engagement 1075:retaining customers 969:Business statistics 952:International trade 937:Business operations 633:Electronic business 538:Types of management 426:Financial statement 408:Economic statistics 276:Chief brand officer 232:Corporate liability 147:Sole proprietorship 127:Joint-stock company 5006:Services marketing 4991:Business computing 4949:Pointy-haired Boss 4899:Management control 4735:Virtual management 3914:Destinationcrm.com 3822:. 18 February 2021 3672:. 19 December 2018 2565:. 21 November 2016 2514:on 22 January 2014 1596:customer analytics 1582:habits so far and 1565:Consumer behaviour 1526:customer retention 1362: 1159:software companies 1124:database marketing 1116:Franklin Roosevelt 932:Consumer behaviour 734:Product life-cycle 521:Capital management 486:Managerial finance 177:Board of directors 4973: 4972: 4919:Management system 4853:PhD in management 4625: 4624: 4484: 4483: 4397: 4396: 4365:Product lifecycle 3787:: 7 December 2011 3728:. 9 February 2012 3711:: 24 October 2011 3557:B2B International 3422:on 21 August 2018 3240:. 7 November 2002 2988:Marketing Science 2898:strategy+business 2392:. 10 January 2005 2362:"SAP R/3 SD Wiki" 2140:978-0-7506-1707-9 2059: 2010:Intersubjectivity 1783:Social networking 1666:social psychology 1656:Employee training 1640:technologies and 1462:Customer benefits 1025: 1024: 912:Business analysis 481:Corporate finance 451:Capital budgeting 388:Knowledge economy 182:Supervisory board 16:(Redirected from 5013: 4963: 4700:Management style 4410: 4280: 4273: 4168: 4161: 4154: 4145: 4139: 4138: 4120: 4111: 4105: 4104: 4086: 4077: 4071: 4070: 4042: 4036: 4035: 4027: 4021: 4014: 4008: 4005: 3999: 3998: 3996: 3994: 3979: 3973: 3972: 3970: 3968: 3953: 3947: 3946: 3935: 3929: 3926: 3920: 3911: 3905: 3904: 3902: 3900: 3890: 3884: 3883: 3881: 3879: 3864: 3858: 3857: 3855: 3853: 3838: 3832: 3831: 3829: 3827: 3812: 3806: 3805: 3802:enterprise times 3794: 3788: 3779: 3773: 3772: 3770: 3768: 3744: 3738: 3737: 3735: 3733: 3718: 3712: 3703: 3697: 3688: 3682: 3681: 3679: 3677: 3662: 3656: 3655: 3653: 3651: 3637: 3631: 3630: 3628: 3626: 3621:. 23 August 2018 3611: 3605: 3604: 3596: 3590: 3574: 3568: 3567: 3565: 3563: 3549: 3543: 3542: 3537:. 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Developed by 1099: 1021: 981: 974: 973: 917:Business ethics 907: 897: 896: 837: 829: 828: 539: 531: 530: 526:Venture capital 456:Commercial bank 446:Insider dealing 421: 413: 412: 363:Planned economy 328: 318: 317: 262: 260:Corporate title 252: 251: 227:Corporate crime 207: 197: 196: 192:Audit committee 167: 157: 156: 112:Holding company 92:Corporate group 87: 80:Business entity 72: 71: 52: 28: 23: 22: 15: 12: 11: 5: 5019: 5017: 5009: 5008: 5003: 4998: 4993: 4988: 4978: 4977: 4971: 4970: 4958: 4955: 4954: 4952: 4951: 4946: 4941: 4936: 4931: 4926: 4921: 4916: 4914:Management fad 4911: 4906: 4901: 4896: 4891: 4886: 4881: 4876: 4874:Administration 4870: 4868: 4864: 4863: 4861: 4860: 4855: 4850: 4845: 4839: 4837: 4833: 4832: 4830: 4829: 4824: 4819: 4814: 4809: 4803: 4801: 4797: 4796: 4794: 4793: 4788: 4783: 4777: 4775: 4769: 4768: 4766: 4765: 4760: 4755: 4749: 4747: 4741: 4740: 4738: 4737: 4732: 4727: 4722: 4717: 4712: 4707: 4702: 4697: 4692: 4687: 4682: 4677: 4672: 4667: 4661: 4659: 4653: 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1487: 1463: 1460: 1442: 1439: 1438: 1437: 1434: 1431: 1430:relationships. 1427: 1420: 1412: 1405: 1402: 1396: 1393:Data warehouse 1353: 1350: 1338:Main article: 1335: 1332: 1326: 1323: 1312: 1309: 1308: 1307: 1300: 1289: 1265: 1262: 1250: 1247: 1245: 1242: 1214:Salesforce.com 1147:Siebel Systems 1098: 1095: 1023: 1022: 1020: 1019: 1012: 1005: 997: 994: 993: 992: 991: 976: 975: 972: 971: 966: 961: 960: 959: 949: 947:Business model 944: 939: 934: 929: 924: 919: 914: 908: 903: 902: 899: 898: 895: 894: 889: 884: 879: 874: 869: 864: 859: 854: 849: 844: 838: 835: 834: 831: 830: 827: 826: 821: 816: 815: 814: 804: 799: 794: 789: 784: 779: 778: 777: 766: 761: 756: 751: 746: 741: 736: 731: 726: 721: 716: 715: 714: 703: 698: 697: 696: 686: 681: 676: 671: 666: 665: 664: 656:Human resource 653: 648: 647: 646: 635: 630: 625: 620: 615: 610: 605: 600: 598:Communications 595: 594: 593: 583: 582: 581: 571: 566: 561: 556: 551: 546: 540: 537: 536: 533: 532: 529: 528: 523: 518: 513: 508: 503: 498: 493: 488: 483: 478: 476:Public finance 473: 471:Financial risk 468: 463: 458: 453: 448: 443: 438: 433: 428: 422: 419: 418: 415: 414: 411: 410: 405: 400: 398:Macroeconomics 395: 393:Microeconomics 390: 385: 383:Market economy 380: 375: 370: 365: 360: 355: 350: 345: 340: 335: 329: 324: 323: 320: 319: 316: 315: 306: 297: 292: 287: 278: 269: 263: 258: 257: 254: 253: 250: 249: 244: 239: 237:Insolvency law 234: 229: 224: 219: 214: 212:Commercial law 208: 203: 202: 199: 198: 195: 194: 189: 187:Advisory board 184: 179: 174: 168: 163: 162: 159: 158: 155: 154: 149: 144: 139: 134: 129: 124: 119: 114: 109: 104: 99: 94: 88: 78: 77: 74: 73: 70: 69: 64: 59: 53: 48: 47: 44: 43: 39: 38: 26: 24: 14: 13: 10: 9: 6: 4: 3: 2: 5018: 5007: 5004: 5002: 4999: 4997: 4994: 4992: 4989: 4987: 4984: 4983: 4981: 4968: 4967: 4962: 4956: 4950: 4947: 4945: 4942: 4940: 4937: 4935: 4934:Managerialism 4932: 4930: 4927: 4925: 4922: 4920: 4917: 4915: 4912: 4910: 4907: 4905: 4902: 4900: 4897: 4895: 4892: 4890: 4887: 4885: 4882: 4880: 4879:Collaboration 4877: 4875: 4872: 4871: 4869: 4865: 4859: 4856: 4854: 4851: 4849: 4846: 4844: 4841: 4840: 4838: 4834: 4828: 4825: 4823: 4820: 4818: 4815: 4813: 4810: 4808: 4805: 4804: 4802: 4798: 4792: 4789: 4787: 4784: 4782: 4781:Peter Drucker 4779: 4778: 4776: 4770: 4764: 4761: 4759: 4756: 4754: 4751: 4750: 4748: 4742: 4736: 4733: 4731: 4730:Team building 4728: 4726: 4723: 4721: 4718: 4716: 4713: 4711: 4708: 4706: 4703: 4701: 4698: 4696: 4693: 4691: 4688: 4686: 4683: 4681: 4678: 4676: 4673: 4671: 4668: 4666: 4663: 4662: 4660: 4654: 4648: 4645: 4643: 4640: 4638: 4635: 4634: 4632: 4628: 4618: 4615: 4613: 4610: 4608: 4605: 4603: 4600: 4598: 4595: 4593: 4590: 4588: 4585: 4583: 4580: 4578: 4575: 4573: 4570: 4568: 4565: 4564: 4562: 4560: 4556: 4550: 4547: 4545: 4542: 4540: 4537: 4536: 4534: 4530: 4524: 4521: 4519: 4516: 4514: 4511: 4509: 4506: 4504: 4501: 4499: 4496: 4495: 4493: 4487: 4477: 4474: 4472: 4469: 4467: 4464: 4463: 4461: 4459: 4455: 4449: 4446: 4442: 4439: 4437: 4434: 4433: 4432: 4428: 4425: 4423: 4420: 4419: 4417: 4415: 4411: 4408: 4400: 4390: 4387: 4383: 4380: 4379: 4378: 4375: 4371: 4368: 4366: 4363: 4362: 4361: 4358: 4356: 4353: 4352: 4350: 4346: 4340: 4337: 4335: 4332: 4330: 4327: 4325: 4322: 4320: 4317: 4315: 4312: 4310: 4309:Communication 4307: 4305: 4302: 4300: 4297: 4295: 4292: 4291: 4289: 4285: 4281: 4278: 4274: 4271: 4263: 4257: 4254: 4252: 4249: 4247: 4244: 4242: 4239: 4237: 4234: 4232: 4229: 4225: 4222: 4221: 4220: 4217: 4215: 4212: 4210: 4207: 4206: 4204: 4198: 4192: 4189: 4187: 4184: 4183: 4180: 4176: 4169: 4164: 4162: 4157: 4155: 4150: 4149: 4146: 4136: 4132: 4128: 4124: 4117: 4110: 4107: 4102: 4098: 4094: 4090: 4083: 4076: 4073: 4068: 4064: 4060: 4056: 4052: 4048: 4041: 4038: 4033: 4026: 4023: 4019: 4013: 4010: 4004: 4001: 3989:. 1 July 2006 3988: 3984: 3978: 3975: 3962: 3958: 3952: 3949: 3944: 3940: 3934: 3931: 3925: 3922: 3918: 3915: 3910: 3907: 3895: 3889: 3886: 3874: 3870: 3863: 3860: 3848: 3844: 3837: 3834: 3821: 3817: 3811: 3808: 3803: 3799: 3793: 3790: 3786: 3783: 3778: 3775: 3763: 3759: 3755: 3754: 3749: 3743: 3740: 3727: 3723: 3717: 3714: 3710: 3707: 3702: 3699: 3695: 3692: 3687: 3684: 3671: 3667: 3661: 3658: 3646: 3642: 3636: 3633: 3620: 3616: 3610: 3607: 3602: 3595: 3592: 3588: 3585: 3581: 3578: 3573: 3570: 3558: 3554: 3548: 3545: 3540: 3536: 3532: 3525: 3522: 3517: 3510: 3507: 3502: 3496: 3492: 3485: 3482: 3469: 3464: 3460: 3456: 3452: 3448: 3444: 3437: 3434: 3421: 3417: 3413: 3407: 3404: 3391: 3387: 3383: 3377: 3374: 3362: 3358: 3352: 3349: 3344: 3340: 3339:Network World 3336: 3330: 3327: 3322: 3315: 3312: 3307: 3303: 3299: 3293: 3290: 3278: 3274: 3268: 3265: 3261: 3255: 3252: 3239: 3238:Computerworld 3235: 3229: 3226: 3213: 3209: 3203: 3200: 3188: 3184: 3177: 3174: 3161: 3157: 3151: 3149: 3147: 3143: 3138: 3134: 3130: 3126: 3119: 3116: 3111: 3107: 3100: 3097: 3092: 3085: 3083: 3079: 3074: 3070: 3065: 3060: 3056: 3052: 3048: 3041: 3039: 3037: 3033: 3028: 3024: 3020: 3016: 3009: 3006: 3001: 2997: 2993: 2989: 2982: 2979: 2974: 2970: 2966: 2962: 2958: 2954: 2947: 2944: 2932: 2928: 2921: 2919: 2917: 2915: 2911: 2899: 2895: 2889: 2887: 2883: 2878: 2874: 2870: 2866: 2862: 2858: 2851: 2849: 2845: 2840: 2836: 2829: 2827: 2823: 2818: 2814: 2810: 2806: 2799: 2797: 2795: 2791: 2778: 2774: 2770: 2763: 2760: 2748: 2744: 2738: 2736: 2734: 2732: 2728: 2723: 2721:9781136412578 2717: 2713: 2706: 2703: 2691: 2687: 2681: 2679: 2675: 2663: 2659: 2653: 2651: 2649: 2647: 2643: 2638: 2634: 2630: 2626: 2622: 2618: 2614: 2607: 2604: 2599: 2597:9781317654766 2593: 2590:. Routledge. 2589: 2588: 2580: 2577: 2564: 2560: 2554: 2551: 2539: 2535: 2529: 2526: 2513: 2509: 2508: 2503: 2497: 2494: 2482: 2480:9788190721127 2476: 2472: 2471: 2463: 2460: 2448: 2444: 2438: 2436: 2434: 2430: 2417: 2413: 2407: 2404: 2391: 2390:Computerworld 2387: 2381: 2379: 2375: 2363: 2357: 2354: 2342: 2338: 2331: 2328: 2316: 2312: 2305: 2302: 2290:. 27 May 2021 2289: 2285: 2279: 2276: 2264: 2260: 2254: 2251: 2239: 2235: 2229: 2226: 2221: 2215: 2212: 2207: 2201: 2198: 2186: 2182: 2175: 2172: 2160: 2156: 2150: 2147: 2142: 2136: 2131: 2130: 2121: 2118: 2113: 2109: 2105: 2101: 2096: 2091: 2088:(2): 94–101. 2087: 2083: 2079: 2072: 2069: 2063: 2058: 2053: 2047: 2046: 2038: 2035: 2029: 2026: 2023: 2020: 2017: 2014: 2011: 2008: 2006: 2003: 2000: 1997: 1994: 1991: 1988: 1985: 1982: 1979: 1977: 1974: 1973: 1968: 1966: 1962: 1958: 1956: 1953: 1949: 1945: 1941: 1938: 1931: 1927: 1926:Anonymization 1919: 1917: 1915: 1911: 1903: 1901: 1898: 1890: 1888: 1886: 1882: 1878: 1870: 1868: 1864: 1861: 1857: 1849: 1847: 1845: 1841: 1837: 1833: 1829: 1825: 1820: 1818: 1814: 1810: 1802: 1800: 1794: 1792: 1789: 1782: 1778:Market trends 1777: 1775: 1773: 1768: 1761: 1759: 1757: 1749: 1747: 1743: 1739: 1736: 1729: 1727: 1725: 1717: 1715: 1713: 1707: 1705: 1701: 1696: 1692: 1685: 1680: 1678: 1675: 1671: 1667: 1663: 1655: 1653: 1651: 1647: 1643: 1639: 1634: 1630: 1626: 1622: 1615:Data analysis 1614: 1612: 1606:Improving CRM 1605: 1603: 1601: 1597: 1593: 1589: 1585: 1581: 1574: 1570: 1566: 1558: 1556: 1554: 1550: 1546: 1542: 1539: 1535: 1531: 1527: 1519: 1514: 1511: 1508: 1505: 1502: 1498: 1495: 1491: 1488: 1485: 1481: 1480: 1479: 1477: 1473: 1469: 1461: 1459: 1456: 1450: 1447: 1440: 1435: 1432: 1428: 1425: 1421: 1418: 1415:to financial 1413: 1410: 1406: 1403: 1400: 1397: 1394: 1391: 1390: 1389: 1386: 1384: 1380: 1376: 1375:profitability 1372: 1366: 1358: 1351: 1349: 1347: 1341: 1333: 1331: 1325:Collaborative 1324: 1322: 1319: 1310: 1305: 1301: 1298: 1293: 1290: 1288:both parties. 1286: 1282: 1279: 1278: 1277: 1275: 1271: 1263: 1261: 1259: 1254: 1248: 1243: 1241: 1239: 1235: 1231: 1227: 1222: 1217: 1215: 1211: 1207: 1203: 1199: 1195: 1190: 1188: 1184: 1180: 1176: 1172: 1168: 1164: 1160: 1156: 1152: 1148: 1144: 1139: 1137: 1133: 1129: 1125: 1121: 1117: 1113: 1109: 1105: 1096: 1094: 1091: 1089: 1085: 1080: 1076: 1072: 1068: 1064: 1060: 1056: 1052: 1048: 1043: 1041: 1037: 1036:data analysis 1033: 1029: 1018: 1013: 1011: 1006: 1004: 999: 998: 996: 995: 990: 985: 980: 979: 978: 977: 970: 967: 965: 962: 958: 955: 954: 953: 950: 948: 945: 943: 940: 938: 935: 933: 930: 928: 925: 923: 922:Business plan 920: 918: 915: 913: 910: 909: 906: 901: 900: 893: 890: 888: 885: 883: 880: 878: 875: 873: 870: 868: 865: 863: 860: 858: 855: 853: 852:Communication 850: 848: 845: 843: 840: 839: 833: 832: 825: 822: 820: 817: 813: 812:administrator 810: 809: 808: 805: 803: 800: 798: 795: 793: 790: 788: 785: 783: 780: 776: 773: 772: 770: 767: 765: 762: 760: 757: 755: 752: 750: 747: 745: 742: 740: 737: 735: 732: 730: 727: 725: 722: 720: 717: 713: 710: 709: 707: 704: 702: 699: 695: 694:administrator 692: 691: 690: 687: 685: 682: 680: 677: 675: 672: 670: 667: 663: 660: 659: 657: 654: 652: 649: 645: 642: 641: 639: 636: 634: 631: 629: 626: 624: 621: 619: 616: 614: 611: 609: 606: 604: 603:Configuration 601: 599: 596: 592: 589: 588: 587: 584: 580: 577: 576: 575: 572: 570: 567: 565: 562: 560: 557: 555: 552: 550: 547: 545: 542: 541: 535: 534: 527: 524: 522: 519: 517: 514: 512: 509: 507: 504: 502: 499: 497: 494: 492: 489: 487: 484: 482: 479: 477: 474: 472: 469: 467: 464: 462: 459: 457: 454: 452: 449: 447: 444: 442: 439: 437: 434: 432: 429: 427: 424: 423: 417: 416: 409: 406: 404: 401: 399: 396: 394: 391: 389: 386: 384: 381: 379: 376: 374: 371: 369: 366: 364: 361: 359: 358:Mixed economy 356: 354: 351: 349: 346: 344: 341: 339: 336: 334: 331: 330: 327: 322: 321: 314: 310: 307: 305: 301: 298: 296: 293: 291: 288: 286: 282: 279: 277: 273: 270: 268: 265: 264: 261: 256: 255: 248: 245: 243: 240: 238: 235: 233: 230: 228: 225: 223: 220: 218: 215: 213: 210: 209: 206: 205:Corporate law 201: 200: 193: 190: 188: 185: 183: 180: 178: 175: 173: 170: 169: 166: 161: 160: 153: 150: 148: 145: 143: 140: 138: 135: 133: 130: 128: 125: 123: 120: 118: 115: 113: 110: 108: 105: 103: 100: 98: 95: 93: 90: 89: 85: 81: 76: 75: 68: 65: 63: 60: 58: 55: 54: 51: 46: 45: 41: 40: 37: 33: 30: 19: 4964: 4518:Supply chain 4497: 4491:relationship 4489:On aspect or 4382:Construction 4348:On component 4269:organization 4241:Intelligence 4126: 4122: 4109: 4092: 4088: 4075: 4053:(1): 51–60. 4050: 4046: 4040: 4031: 4025: 4018:CSO Insights 4017: 4016:Jim Dickie, 4012: 4003: 3991:. Retrieved 3987:CRM Magazine 3986: 3977: 3965:. Retrieved 3960: 3951: 3942: 3933: 3924: 3917:CRM Magazine 3916: 3909: 3897:. Retrieved 3888: 3876:. Retrieved 3872: 3862: 3850:. Retrieved 3846: 3836: 3824:. Retrieved 3819: 3810: 3801: 3792: 3784: 3777: 3765:. Retrieved 3751: 3742: 3730:. Retrieved 3725: 3716: 3708: 3701: 3696:: April 2010 3693: 3686: 3674:. Retrieved 3669: 3660: 3648:. Retrieved 3644: 3635: 3623:. Retrieved 3618: 3609: 3600: 3594: 3589:: April 2010 3586: 3572: 3560:. Retrieved 3556: 3547: 3539:the original 3535:B2B Insights 3534: 3524: 3515: 3509: 3490: 3484: 3472:. Retrieved 3450: 3446: 3436: 3424:. Retrieved 3420:the original 3415: 3406: 3394:. Retrieved 3390:the original 3386:CRM Magazine 3385: 3376: 3364:. Retrieved 3361:CRM Magazine 3360: 3351: 3343:the original 3338: 3329: 3314: 3306:the original 3301: 3292: 3280:. Retrieved 3276: 3267: 3254: 3242:. Retrieved 3237: 3228: 3216:. Retrieved 3211: 3202: 3190:. Retrieved 3186: 3176: 3164:. Retrieved 3160:www.bain.com 3159: 3128: 3124: 3118: 3109: 3105: 3099: 3054: 3050: 3018: 3014: 3008: 2994:(1): 45–65. 2991: 2987: 2981: 2959:(1): 39–44. 2956: 2952: 2946: 2934:. Retrieved 2930: 2901:. Retrieved 2897: 2860: 2856: 2838: 2808: 2804: 2781:. Retrieved 2779:(2): 208–215 2776: 2772: 2762: 2750:. Retrieved 2746: 2711: 2705: 2693:. Retrieved 2689: 2665:. Retrieved 2662:CRM Software 2661: 2620: 2616: 2606: 2586: 2579: 2569:13 September 2567:. Retrieved 2553: 2541:. Retrieved 2537: 2528: 2516:. Retrieved 2512:the original 2505: 2496: 2484:. Retrieved 2469: 2462: 2450:. Retrieved 2446: 2420:. Retrieved 2416:the original 2406: 2394:. Retrieved 2389: 2365:. Retrieved 2356: 2344:. Retrieved 2340: 2330: 2318:. Retrieved 2314: 2304: 2292:. Retrieved 2287: 2278: 2266:. Retrieved 2262: 2253: 2241:. Retrieved 2237: 2228: 2214: 2200: 2188:. Retrieved 2185:Investopedia 2184: 2174: 2162:. 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June 2002 2936:22 November 2903:23 November 2752:22 November 2695:26 November 2667:22 November 2164:23 November 1993:Farley file 1702:, decrease 1681:In practice 1638:data mining 1633:online chat 1588:advertising 1580:consumption 1494:sales force 1264:Operational 1132:Mike Muhney 1112:Farley File 957:Trade route 872:Engineering 867:Development 719:Performance 662:development 623:Distributed 496:Liquidation 137:Partnership 122:Corporation 117:Cooperative 4980:Categories 4763:Leadership 4746:activities 4658:approaches 4612:Technology 4532:On problem 4513:Perception 4466:Accounting 4431:production 4427:Operations 4404:department 4319:Innovation 4294:Capability 4256:Reputation 4236:Healthcare 4224:Restaurant 4175:Management 3961:CRM Switch 3919:: May 2010 3709:Techcrunch 2783:27 October 2690:WhatIs.com 2561:(Report). 2543:8 February 2518:8 February 2452:8 February 2064:References 1944:Collection 1924:See also: 1887:Magazine. 1826:purchased 1735:Social CRM 1724:automation 1704:churn rate 1455:experience 1383:cross-sell 1352:Components 1311:Analytical 1270:automation 1226:social CRM 1202:PeopleSoft 1175:Peoplesoft 1143:Tom Siebel 824:Technology 706:Operations 586:Commercial 579:innovation 569:Capability 461:Derivative 50:Accounting 4800:Education 4772:Pioneers, 4665:Adhocracy 4630:Positions 4602:Materials 4592:Knowledge 4508:Logistics 4422:Marketing 4314:Financial 4284:Strategic 4267:within an 4265:By focus, 4095:: 17–30. 3878:18 August 3762:0099-9660 3416:SearchCRM 3319:Genesys. 3192:15 August 2973:0968-5227 2877:167683988 2817:167523749 2747:SearchCRM 2637:2249-7315 2623:(5): 53. 2563:Forrester 2422:7 January 2396:18 August 2367:7 January 2315:No Jitter 2104:2210-8327 1920:Criticism 1908:In 2017, 1838:acquired 1600:profiling 1534:insurance 1499:Improved 1492:Enhanced 1424:eCommerce 1249:Strategic 1238:Forrester 1090:in 2020. 1067:live chat 1059:softphone 1038:to study 892:Structure 877:Hierarchy 797:Strategic 684:Materials 674:Knowledge 651:Financial 591:Marketing 436:Factoring 431:Insurance 333:Commodity 326:Economics 4774:scholars 4656:Methods, 4539:Conflict 4355:Facility 4276:On scope 4246:Military 4219:Business 4209:Academic 3943:CMS Wire 3852:4 August 3826:4 August 3767:4 August 3732:4 August 3694:PC World 3580:Archived 3112:(6): 48. 3021:: 6–22. 2341:TECHSEEN 2112:67296369 1969:See also 1844:NetSuite 1828:RightNow 1668:and the 1520:Examples 1234:Nutshell 1221:SugarCRM 1179:Navision 882:Patterns 862:Conflict 847:Behavior 787:Security 764:Resource 749:Property 712:services 669:Incident 608:Conflict 564:Capacity 267:Chairman 222:Contract 4836:Degrees 4744:Skills, 4637:Interim 4476:Records 4441:Quality 4436:Process 4406:managed 4389:Program 4377:Project 4360:Product 4339:Systems 4299:Capital 4200:By type 3676:29 June 3670:CRM.org 3650:29 June 3625:29 June 3619:CRM.org 3474:25 June 3073:4650003 2507:Gartner 2243:25 June 1937:Gartner 1625:surveys 1621:collect 1530:profits 1501:pricing 1379:up-sell 1194:Gartner 1097:History 1088:billion 1084:Gartner 1055:website 857:Culture 807:Systems 792:Service 771: 759:Records 754:Quality 744:Project 739:Product 729:Process 708: 689:Network 658: 640: 613:Content 420:Finance 102:Company 4647:Senior 4642:Middle 4607:Skills 4549:Stress 4544:Crisis 4523:Talent 4471:Office 4304:Change 4251:Public 4032:B to B 3899:20 May 3847:Forbes 3760: 3497: 3071: 2971: 2875: 2815: 2811:(11). 2718: 2635: 2594: 2486:8 June 2477: 2346:17 May 2320:8 June 2294:2 June 2268:24 May 2190:5 June 2137: 2110: 2102: 1824:Oracle 1811:) and 1795:Mobile 1629:emails 1571:, and 1545:Amazon 1484:target 1419:(ROI). 1206:Oracle 1196:, and 1163:Oracle 1157:(ERP) 819:Talent 775:crisis 701:Office 574:Change 4867:Other 4458:Staff 4448:Sales 4370:Brand 4324:Legal 4231:Court 4119:(PDF) 4085:(PDF) 3873:ZDNet 3069:S2CID 2873:S2CID 2839:ZDNet 2813:S2CID 2108:S2CID 1832:Taleo 1650:blogs 1244:Types 1161:like 1079:sales 1063:email 905:Trade 887:Space 782:Sales 724:Power 679:Legal 549:Brand 544:Asset 67:Audit 4617:Time 4597:Land 4414:Line 4334:Risk 3995:2015 3969:2015 3901:2005 3880:2021 3854:2021 3828:2021 3769:2021 3758:ISSN 3734:2021 3678:2022 3652:2022 3627:2022 3564:2015 3495:ISBN 3476:2023 3428:2015 3398:2015 3368:2015 3284:2015 3246:2015 3220:2015 3194:2018 3168:2015 2969:ISSN 2938:2015 2905:2015 2785:2018 2754:2015 2716:ISBN 2697:2015 2669:2015 2633:ISSN 2592:ISBN 2571:2017 2545:2017 2520:2017 2488:2017 2475:ISBN 2454:2017 2424:2019 2398:2021 2369:2019 2348:2022 2322:2017 2296:2021 2270:2020 2245:2024 2192:2021 2166:2015 2135:ISBN 2100:ISSN 1955:laws 1928:and 1912:and 1813:SaaS 1592:data 1538:MBNA 1232:and 1230:Base 1212:and 1136:ACT! 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