Mayas Publications logo
Buy Books Buy journals

Journal Issues

Back To Archive
Impact on Customer Relationship Management Practices in Services Sector in India
Dr. G. Sivabalan
Pages: 17-22 | First Published: 05 Oct 2020
Full text | Abstract | Purchase | References | Request permissions

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 businesspeople 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
1. 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.
2. 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.
3. M.L.Agarwal”   Customer   Relationship   Management   (CRM)   and Corporate Renaissance” Journal of Services Research, Volume 3, Number 2,(Oct 2003March 2004).

4. 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.
5. 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.
6. 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.
7. 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.
8. 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 3350.

9. Paul Richer, James Cornford and  Lag  McLaughlin,  “e-Citizen  as talk,   as   text   and   as   technology:   CRM   and   e-Government”, Electronic Journal of e-Government, Volume 2 Issue 3, 2004.
10. A.K   Mishra   and   Pahlavi, “Brand   Marketing   through   Customer Relationship Management ”, Indian Journal of Marketing, January 2007.
11. Shireesha Devaraj and Mr Vishwanath Kokanda, “Customer Relationship   Management-An   Analysis”,   Business   vision,   April- June, volume 4 Number 2, 2008.
12. Lior Arussy,“The economics   of  customer   relationships”,   Indian Management, April 2005.
13. Michael Torgler, “The Functionality and Usage of CRM Systems”, International   Journal   of   Social   Sciences,   volume4,   number   3, 2009.
14. Paul O Harrigon, Dr Eliani Ramsey, and Dr Patrick Ebotson, “The nature of  e-CRM  in  Irish  SMEs-:  comparing  international  and domestic  firms”,  Institute  for  Small  and  Business Entrepreneurship,  November 2009, Glass gow, Scotland, pg no 79.
15. 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.
16. Ranjan Gu l a t i  a nd  James  B.  Oldroyd,  “The  Quest  for  Customer  Focus”, Harward business review, April 2005.
17. 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.

18. 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.
19. Christopher Meyer and Andre Schwager. “Understanding Customer Experience”, Harvard Business Review South Asia, February 2007.
20. 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.