Abstract
In the corporate world today, customer relationships and customer relationship management are at the forefront and are becoming more and more well known in the management field. Academics and business people
have always depended on connections to succeed. But only recently have contemporary marketplaces begun
to adopt a trend. A good many of them fell short. Numerous research were done on this, and several causes and remedies were identified. This made it necessary for businesses to reflect on the benefits they had anticipated from CRM and customer interactions. Further research is necessary to determine the true benefits of customer connections and their management, or CRM practices, as well as the anticipated benefits like customer happiness, customer loyalty, repurchases, and good referrals. Research is required from both the organizational (strategic and functional) and consumer perspectives, as it is the latter that ensures the organization's expectations are met. The
current investigation aims to investigate these domains.
Keywords: Customer relationship, CRM practices and Current investigation.
References
Adele Bernadette, Fricke Herbst, Linde Roux “Implementing a Customer Relationship Management Programme in Emerging Market”, Journal of Global Business and Technology, Volume1 Number 2 ,Fall 2005.
Imothy Bohling ,Douglas Bowman, Steve LaValle, Vikas Mittal, Das Narayan das, Girish Ramani Rajan, Varadarajan “CRM Implementation : Effectiveness Issues and Insights,” Journal of Service Research, volume 9 2006.
M.L.Agarwal” Customer Relationship Management (CRM) and Corporate Renaissance” Journal of Services Research, Volume 3, Number 2,(Oct 2003-March 2004).
Antonio Torres Jr. , Jay .T. Akridge, Allan Gray, Michael Boehlje and Richard Widows, “ An evaluation of Customer Relationship Management( CRM) Practices Among Agribusiness Firms”, International Food and Agribusiness Review, Vol. 10, I s s u e 1, 2007.
Ed Peelen , Rob Beltman , Kees Van Mont fort ,Arnold Kerklx , “ A Study into foundations of CRM’s success”, Journal of services research,volume1,issue1, ,2006, pg 3-27.
Jonghyeok Kim,Euiho Suh ,hyun seok hwang “A Model for Evaluating effectiveness of CRM Using the Balance Score card”, Journal of Interactive Marketing, Volume 17, Number 2 spring 2003.
Len Tiu Wright, Prof Merlin Stone and Julie Abbott “The CRM imperative- Practice Vs Theory in the telecommunications Industry”, Journal of Database Marketing, Volume 9 No.4 2002 pages 339-349.
Kristol De Wulf, Gaby Odekerken Schroder & Dawn Lacobucci, “Investments in Consumer Relationships: A cross country and Cross industry Exploration”, Journal of Marketing, Volume 65 October 2001, pages 33-50.
Paul Richer, James Cornford and Lag McLaughlin, “e-Citizen as talk, as text and as technology: CRM and e-Government”, Electronic Journal of eGovernment, Volume 2 Issue 3, 2004.
A.K Mishra and Pahlavi, “Brand Marketing through Customer Relationship Management ”, Indian Journal of Marketing, J anuar y 2007.
Shireesha Devaraj and Mr Vishwanath Kokanda, “Customer Relationship Management-An Analysis”, Business vision, April- June, volume 4 Number 2, 2008.
Lior Arussy,“The economics of customer relationships”, Indian Management, April 2005.
Michael Torgler, “The Functionality and Usage of CRM Systems”, International Journal of Social Sciences, volume4, number 3, 2009.
Paul O Harrigon, Dr Eliani Ramsey, and Dr Patrick Ebotson, “The nature of eCRM in Irish SMEs-: comparing international and domestic firms”, Institute for Small and Business Entrepreneurship, November 2009, Glassgow, Scotland, pg no 79.
Bryon Foss and Merlyn Stone Yuskel Ekinci, “What makes for CRM system Success or failure”, Journal of database marketing and customer strategy management, online June 9, 2008 (15), pages 68-78.
Ranjan Gu l a t i a nd James B. Oldroyd, “The Quest for Customer Focus”, Harward business review, April 2005.
William Boulding, Richard Stealin Michael Ehret and Wesley .J .Johntson, “A Customer Relationship Management Roadmap: What is Known, Potential Pitfalls and Where to go”, Journal of Marketing, October 2005.
Olef Wahlberg, Christyl Standberg , Haken Sundberg and Karl. W. Sandberg, “Trends, Topics and researched areas in CRM Research- A Literature review”, International Journal of Public Information systems, Volume 3, 2009, Pg 191-208.
Christopher Meyer and Andre Schwager. “Understanding Customer Experience”, Harvard Business Review South Asia, February 2007.
Tom Griffin Tamilla Curtis and Donald Barrare, “CRM in Russia and U.S: A Case study from U.S Financial Service Industry”, Journal of Technology
Research, 2008, Pg 2-15.