customer relationship management implementation in automobile industry - customer Reltionship management implementation

Customer relationship management (CRM) has become popular among organizations and firms, hence many have implemented it in order to compete with others and promote their businesses. In CRM implementation, there are barriers, critical success factors and the strategic components that should be determined. A CRM model was used to determine the CRM barriers, critical success factors and show the current implementation of CRM in automobile industry. An example of the difficulties identified is cultural barrier. Besides that, the critical success factors have been recognized. This research also reveals that the most important components of CRM implementation are people, process, and technology. Another contribution of this study is identifying new items such as the in-house or outside trainers. This study shows that in-house trainers are more efficient and effective in training employees for CRM projects. In addition to that, the level of CRM knowledge of trainers is vital in getting the expected results.

Dettagli sul prodotto

• Autori: Abu Baka Abdul Hamid, Abu Bakar Abdul Hamid, Ahmad Anuar, Melati Ahmad Anuar, kamya kavosh, kamyar kavosh
• Editore: LAP Lambert Academic Publishing
• Lingue: Inglese, Tedesco
• Formato: Tascabile
• Pubblicazione: 02.05.2012
• EAN: 9783848443420
• ISBN: 978-3-8484-4342-0
• Pagine: 180
• Dimensioni: 150 mm x 220 mm x 11 mm
• Peso: 287 g
• Categoria: Scienze sociali, diritto, economia > Economia > Economia aziendale