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The impact of CRM on customer retention
2006 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

CRM (Customer Relationship Management)is an integrated approach to identifying, acquiring, retaining and delighting customers. By enabling organizations to manage and coordinate customer interactions across multiple channels, departments, lines of business, and geographies. CRM helps organizations maximize the value of every customer interaction and drive superior corporate performance. The challenge is to make it easy for customers to do business with the organization any way they want—at any time, through any channel, in any language or currency and from any country— and to make customers feel that they are dealing with a single, unified organization that recognizes them at every touch point. In fact, the generally accepted purpose of CRM is to enable organization to better manage their customers through the introduction of reliable systems, processes and procedures for interacting with those customers for organizations.

Place, publisher, year, edition, pages
Keyword [en]
Social Behaviour Law, CRM, Customer Relationship Management
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
URN: urn:nbn:se:ltu:diva-49736ISRN: LTU-PB-EX--06/02--SELocal ID: 70d70018-99eb-4a33-b8c0-09f209c4de17OAI: diva2:1023082
Subject / course
Student thesis, at least 30 credits
Educational program
Electronic Commerce, master's level
Validerat; 20101217 (root)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

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