Adopting customer relationship management technology

Authors

Yurong Xu, Miami University
David C. Yen, Miami University
Binshan Lin, Louisiana State University
David C. Chou, Eastern Michigan UniversityFollow

Document Type

Article

Publication Date

2002

Department

Computer Information Systems

Abstract

Now customer relationship marketing (CRM) solutions might be the hottest topic in business world. CRM impelled the growth of both B2B and B2C markets. But the issue is how to apply the cutting-edge CRM solutions. Do people really understand what CRM is and why they should install CRM? The mistaken concept of CRM may have disastrous effects on the company. This paper begins with the basic concepts of CRM, elaborates the characteristics, reviews its brief history and addresses the current status of CRM. Then it develops the extended concepts of CRM from micro- and macro-perspectives. In the Implementation and tips section, it concludes the proper steps to approach CRM and how to bear a right attitude towards CRM solutions. Related Government rules are also covered.

DOI

10.1108/02635570210445871

Citation

Xu, Y., Yen, D. C., Lin, B., & Chou, D. C. (2002). Adopting customer relationship management technology. Industrial Management & Data Systems, 102 (8/9), 442–452. doi:10.1108/02635570210445871