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.
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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,
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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.
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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.
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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.
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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 SFAβlimiting 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: β 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)
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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.
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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
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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
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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.
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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.
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GPS applications. It can be used for networking or contact management as well to help increase sales based on location.
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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,
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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
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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
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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".
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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.
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4116:"The customer relationship management paradox: Five steps to create a fairer organisation"
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CRM systems concern aspects like sizing of contact databases and length of relationships.
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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
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3047:"Why Do Customer Relationship Management Applications Affect Customer Satisfaction?"
2743:"What is customer relationship management (CRM) ? - Definition from WhatIs.com"
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Customer relationship management was popularized in 1997 due to the work of Siebel,
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started extending their sales, distribution and customer service capabilities with
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It's all about the Customer, Stupid β The Importance of Customer-Centric Partners.
3843:"Three Key CRM Trends In 2021 That Will Allow You To Better Engage Your Customers"
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2001: β Academic discipline studying the history of marketing practice and thought
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The era of the "social customer" refers to the use of social media by customers.
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2220:"Market Share: Customer Experience and Relationship Management, Worldwide, 2020"
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3869:"Oracle announces in-game ad measurement technology in new CX portfolio update"
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Customer Relationship Management: How to Turn a Good Business Into a Great One!
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2219:
4762:
4174:
4100:
4058:
2964:
2094:
2077:
1734:
1723:
1703:
1641:
1544:
1483:
1382:
1378:
1225:
1205:
1201:
1174:
49:
3761:
2972:
2636:
2511:
2103:
4664:
4507:
1458:
across the stages of relationship initiation, maintenance, and termination.
1423:
1066:
1058:
430:
332:
325:
17:
3706:
Oracle Buys Cloud-based Customer Service Company RightNow For $ 1.5 Billion
3260:
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 β Customer Relationship Management β 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".
3467:
2506:
1936:
1500:
1209:
1193:
1087:
1083:
1054:
101:
3335:"The contact center and CRM collision leads to a new dominant species"
3183:"Wondering How to Create the Ideal Consumer Profile? Learn the Basics"
2611:
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 (JulyβAugust 2014).
1835:
1710:
service representatives as a method of feedback for a job well done.
1170:
1110:
and lists. One of the best-known precursors of modern-day CRM is the
2768:
2686:"What is sales force automation (SFA)? - Definition from WhatIs.com"
2559:
The Forrester Wave: CRM Suites For Enterprise Organizations, Q4 2016
1742:
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 β 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
1537:
4147:
1854:
Sales forces also play an important role in CRM, as maximizing
1706:
and decrease idle and unproductive contact with the customers.
4807:
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).
2773:
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
1512:
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
2587:
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
3084:
3082:
2805:
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: β 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
2032:
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: β 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: β 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: β 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:
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: β 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:. Archived from
3526:
3520:
3519:
3511:
3505:
3504:
3486:
3480:
3479:
3477:
3475:
3470:
3438:
3432:
3431:
3429:
3427:
3418:. Archived from
3408:
3402:
3401:
3399:
3397:
3388:. Archived from
3378:
3372:
3371:
3369:
3367:
3353:
3347:
3346:
3345:on 2 March 2017.
3331:
3325:
3324:
3316:
3310:
3309:
3294:
3288:
3287:
3285:
3283:
3269:
3263:
3256:
3250:
3249:
3247:
3245:
3230:
3224:
3223:
3221:
3219:
3204:
3198:
3197:
3195:
3193:
3178:
3172:
3171:
3169:
3167:
3152:
3141:
3140:
3120:
3114:
3113:
3106:Pulp & Paper
3101:
3095:
3094:
3086:
3077:
3076:
3066:
3042:
3031:
3030:
3010:
3004:
3003:
2983:
2977:
2976:
2948:
2942:
2941:
2939:
2937:
2922:
2909:
2908:
2906:
2904:
2890:
2881:
2880:
2852:
2843:
2842:
2830:
2821:
2820:
2800:
2789:
2788:
2786:
2784:
2764:
2758:
2757:
2755:
2753:
2739:
2726:
2725:
2707:
2701:
2700:
2698:
2696:
2682:
2673:
2672:
2670:
2668:
2654:
2641:
2640:
2608:
2602:
2601:
2581:
2575:
2574:
2572:
2570:
2555:
2549:
2548:
2546:
2544:
2530:
2524:
2523:
2521:
2519:
2498:
2492:
2491:
2489:
2487:
2464:
2458:
2457:
2455:
2453:
2439:
2428:
2427:
2425:
2423:
2414:. Archived from
2408:
2402:
2401:
2399:
2397:
2382:
2373:
2372:
2370:
2368:
2358:
2352:
2351:
2349:
2347:
2332:
2326:
2325:
2323:
2321:
2306:
2300:
2299:
2297:
2295:
2288:Accounting Today
2280:
2274:
2273:
2271:
2269:
2255:
2249:
2248:
2246:
2244:
2230:
2224:
2223:
2216:
2210:
2209:
2202:
2196:
2195:
2193:
2191:
2176:
2170:
2169:
2167:
2165:
2151:
2145:
2144:
2132:
2122:
2116:
2115:
2097:
2073:
2055:
2054:
2048:
2042:
2033:
1952:customer privacy
1897:Customer Success
1891:Customer success
1674:Customer service
1559:Customer profile
1422:CRM systems for
1371:demographic data
1167:Zoho Corporation
1017:
1010:
1003:
987:
986:
964:Business process
506:Financial market
343:Labour economics
338:Public economics
97:Corporation sole
32:
21:
5021:
5020:
5016:
5015:
5014:
5012:
5011:
5010:
4976:
4975:
4974:
4969:
4953:
4862:
4831:
4812:Business school
4795:
4773:
4767:
4753:Decision-making
4745:
4739:
4710:Micromanagement
4705:Macromanagement
4657:
4651:
4621:
4577:Human resources
4572:Field inventory
4553:
4527:
4490:
4480:
4452:
4405:
4403:
4393:
4343:
4286:
4268:
4266:
4260:
4202:of organization
4201:
4195:
4177:
4172:
4142:
4123:Social Business
4118:
4113:
4112:
4108:
4084:
4079:
4078:
4074:
4044:
4043:
4039:
4029:
4028:
4024:
4015:
4011:
4006:
4002:
3992:
3990:
3981:
3980:
3976:
3966:
3964:
3963:. 8 August 2013
3955:
3954:
3950:
3937:
3936:
3932:
3927:
3923:
3912:
3908:
3898:
3896:
3892:
3891:
3887:
3877:
3875:
3866:
3865:
3861:
3851:
3849:
3840:
3839:
3835:
3825:
3823:
3814:
3813:
3809:
3796:
3795:
3791:
3780:
3776:
3766:
3764:
3746:
3745:
3741:
3731:
3729:
3720:
3719:
3715:
3704:
3700:
3689:
3685:
3675:
3673:
3664:
3663:
3659:
3649:
3647:
3639:
3638:
3634:
3624:
3622:
3613:
3612:
3608:
3598:
3597:
3593:
3584:Wayback Machine
3575:
3571:
3561:
3559:
3551:
3550:
3546:
3528:
3527:
3523:
3513:
3512:
3508:
3501:
3488:
3487:
3483:
3473:
3471:
3440:
3439:
3435:
3425:
3423:
3410:
3409:
3405:
3395:
3393:
3380:
3379:
3375:
3365:
3363:
3355:
3354:
3350:
3333:
3332:
3328:
3318:
3317:
3313:
3296:
3295:
3291:
3281:
3279:
3271:
3270:
3266:
3257:
3253:
3243:
3241:
3232:
3231:
3227:
3217:
3215:
3206:
3205:
3201:
3191:
3189:
3180:
3179:
3175:
3165:
3163:
3154:
3153:
3144:
3122:
3121:
3117:
3103:
3102:
3098:
3088:
3087:
3080:
3044:
3043:
3034:
3012:
3011:
3007:
2985:
2984:
2980:
2950:
2949:
2945:
2935:
2933:
2924:
2923:
2912:
2902:
2900:
2892:
2891:
2884:
2854:
2853:
2846:
2832:
2831:
2824:
2802:
2801:
2792:
2782:
2780:
2766:
2765:
2761:
2751:
2749:
2741:
2740:
2729:
2722:
2709:
2708:
2704:
2694:
2692:
2684:
2683:
2676:
2666:
2664:
2656:
2655:
2644:
2610:
2609:
2605:
2598:
2583:
2582:
2578:
2568:
2566:
2557:
2556:
2552:
2542:
2540:
2538:smallbizcrm.com
2532:
2531:
2527:
2517:
2515:
2500:
2499:
2495:
2485:
2483:
2481:
2466:
2465:
2461:
2451:
2449:
2447:comparecamp.com
2441:
2440:
2431:
2421:
2419:
2410:
2409:
2405:
2395:
2393:
2384:
2383:
2376:
2366:
2364:
2360:
2359:
2355:
2345:
2343:
2334:
2333:
2329:
2319:
2317:
2308:
2307:
2303:
2293:
2291:
2282:
2281:
2277:
2267:
2265:
2257:
2256:
2252:
2242:
2240:
2232:
2231:
2227:
2218:
2217:
2213:
2204:
2203:
2199:
2189:
2187:
2178:
2177:
2173:
2163:
2161:
2153:
2152:
2148:
2141:
2124:
2123:
2119:
2075:
2074:
2070:
2066:
2049:
2045:
2040:
2031:
1971:
1932:
1930:Customer rights
1922:
1906:
1893:
1873:
1852:
1809:cloud computing
1805:
1797:
1785:
1780:
1764:
1752:
1732:
1722:Contact-center
1720:
1688:
1683:
1670:social sciences
1662:teach employees
1658:
1617:
1608:
1575:
1573:Buying decision
1561:
1522:
1476:customer equity
1464:
1443:
1354:
1342:
1336:
1327:
1313:
1304:knowledge bases
1285:sales promotion
1266:
1251:
1246:
1114:. 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:
4652:
4650:
4649:
4644:
4639:
4633:
4631:
4627:
4626:
4623:
4622:
4620:
4619:
4614:
4609:
4604:
4599:
4594:
4589:
4584:
4579:
4574:
4569:
4563:
4561:
4555:
4554:
4552:
4551:
4546:
4541:
4535:
4533:
4529:
4528:
4526:
4525:
4520:
4515:
4510:
4505:
4500:
4494:
4492:
4486:
4485:
4482:
4481:
4479:
4478:
4473:
4468:
4462:
4460:
4454:
4453:
4451:
4450:
4445:
4444:
4443:
4438:
4424:
4418:
4416:
4407:
4402:On activity or
4399:
4398:
4395:
4394:
4392:
4391:
4386:
4385:
4384:
4374:
4373:
4372:
4367:
4357:
4351:
4349:
4345:
4344:
4342:
4341:
4336:
4331:
4326:
4321:
4316:
4311:
4306:
4301:
4296:
4290:
4288:
4277:
4270:
4262:
4261:
4259:
4258:
4253:
4248:
4243:
4238:
4233:
4228:
4227:
4226:
4216:
4211:
4205:
4203:
4197:
4196:
4194:
4193:
4188:
4182:
4179:
4178:
4173:
4171:
4170:
4163:
4156:
4148:
4141:
4140:
4129:(3): 207β230.
4106:
4072:
4037:
4022:
4009:
4000:
3974:
3948:
3930:
3921:
3906:
3885:
3859:
3833:
3807:
3789:
3774:
3739:
3713:
3698:
3683:
3657:
3645:Salesforce.com
3632:
3606:
3591:
3569:
3544:
3521:
3506:
3500:978-1854181190
3499:
3481:
3433:
3403:
3373:
3348:
3326:
3311:
3289:
3264:
3251:
3225:
3214:. 27 July 2011
3199:
3173:
3142:
3131:(2): 120β130.
3115:
3096:
3078:
3057:(4): 201β209.
3032:
3005:
2978:
2943:
2910:
2882:
2863:(3): 293β305.
2844:
2822:
2790:
2759:
2727:
2720:
2702:
2674:
2642:
2603:
2596:
2576:
2550:
2525:
2493:
2479:
2459:
2429:
2418:on 3 June 2021
2412:"Navision 3.0"
2403:
2374:
2353:
2327:
2301:
2275:
2250:
2225:
2211:
2197:
2171:
2146:
2139:
2117:
2067:
2065:
2062:
2061:
2060:
2044:
2043:
2034:
2025:
2019:
2013:
2007:
2005:Healthcare CRM
2002:
1996:
1990:
1984:
1978:
1972:
1970:
1967:
1921:
1918:
1905:
1902:
1892:
1889:
1872:
1869:
1851:
1848:
1840:SuccessFactors
1817:Salesforce.com
1804:
1801:
1796:
1793:
1784:
1781:
1779:
1776:
1763:
1760:
1756:location-based
1751:
1748:
1731:
1728:
1719:
1716:
1691:Contact centre
1687:
1684:
1682:
1679:
1657:
1654:
1616:
1613:
1607:
1604:
1560:
1557:
1521:
1518:
1517:
1516:
1513:
1510:
1507:
1504:
1497:
1490:
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): 94β101.
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): 51β60.
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): 45β65.
2991:
2987:
2981:
2959:(1): 39β44.
2956:
2952:
2946:
2934:. Retrieved
2930:
2901:. Retrieved
2897:
2860:
2856:
2838:
2808:
2804:
2781:. Retrieved
2779:(2): 208β215
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:. Retrieved
2159:www.bain.com
2158:
2149:
2128:
2120:
2085:
2081:
2071:
1963:
1959:
1942:
1933:
1907:
1894:
1884:
1874:
1865:
1860:productivity
1853:
1821:
1806:
1798:
1790:
1786:
1769:
1765:
1753:
1744:
1740:
1733:
1730:Social media
1721:
1712:Gamification
1708:
1689:
1686:Call centers
1659:
1646:Social media
1642:web searches
1618:
1609:
1576:
1543:
1523:
1468:self-service
1465:
1451:
1444:
1387:
1367:
1363:
1343:
1328:
1314:
1267:
1255:
1252:
1218:
1191:
1140:
1128:Pat Sullivan
1120:James Farley
1108:spreadsheets
1100:
1092:
1077:and driving
1071:social media
1047:compile data
1045:CRM systems
1044:
1031:
1027:
1026:
842:Architecture
836:Organization
802:Supply chain
628:Earned value
617:
501:Stock market
378:Open economy
368:Econometrics
107:Conglomerate
29:
18:Crm software
4758:Forecasting
4675:Distributed
4582:Information
4559:On resource
4503:Engineering
4329:Performance
4287:(top-level)
4214:Association
4067:10397/60525
3993:22 November
3967:26 November
3841:Forrester.
3562:22 November
3468:10454/18041
3426:26 November
3396:22 November
3366:26 November
3302:SAP Insider
3282:23 November
3244:23 November
3218:23 November
3166:23 November
3162:. 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:: 17β30.
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:: 6β22.
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!
1130:and
769:Risk
84:list
4131:doi
4097:doi
4063:hdl
4055:doi
3463:hdl
3455:doi
3277:CIO
3133:doi
3059:doi
3023:doi
2996:doi
2961:doi
2865:doi
2625:doi
2090:doi
1885:CRM
1836:SAP
1381:or
1258:CLV
1210:SAP
1198:IBM
1171:SAP
1145:of
1061:),
1032:CRM
511:Tax
4982::
4125:.
4121:.
4093:30
4091:.
4087:.
4061:.
4051:21
4049:.
3985:.
3959:.
3941:.
3871:.
3845:.
3818:.
3800:.
3750:.
3724:.
3668:.
3643:.
3617:.
3555:.
3533:.
3461:.
3453:.
3451:59
3449:.
3445:.
3414:.
3384:.
3359:.
3337:.
3300:.
3275:.
3236:.
3210:.
3185:.
3158:.
3145:^
3129:37
3127:.
3110:77
3108:.
3081:^
3067:.
3055:69
3053:.
3049:.
3035:^
3019:56
3017:.
2992:17
2990:.
2967:.
2957:11
2955:.
2929:.
2913:^
2896:.
2885:^
2871:.
2861:41
2859:.
2847:^
2837:.
2825:^
2807:.
2793:^
2775:.
2771:.
2745:.
2730:^
2688:.
2677:^
2660:.
2645:^
2631:.
2619:.
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2536:.
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2445:.
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2388:.
2377:^
2339:.
2313:.
2286:.
2261:.
2236:.
2183:.
2157:.
2106:.
2098:.
2086:15
2084:.
2080:.
1815:.
1631:,
1567:,
1344:A
1260:.
1216:.
1208:,
1173:,
1169:,
1165:,
1065:,
1042:.
4429:/
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