The reconsideration and improvement tactics about the application of customer relationship management

2010 International Conference on Intelligent Computation Technology and Automation, ICICTA 2010

Volumn 3, Issue , 2010, Pages 878-881

  Zhang, Zhongke ^a  

^a HEBEI UNIVERSITY OF ECONOMICS AND BUSINESS   (China)

Author keywords

Competitive advantage; Customer loyalty; Customer relationship management; Customer satisfaction; Marketing strategy

Indexed keywords

APPLICATION PROCESS; BUSINESS PROCESS; COMPETITIVE ADVANTAGE; CRM SYSTEMS; CUSTOMER LOYALTY; CUSTOMER RELATIONSHIP MANAGEMENT; INDIVIDUAL SERVICE; INFORMATION TECHNIQUES; KEY SUCCESS FACTORS; MARKET ECONOMIES; MARKETING STRATEGY; RAPID DEVELOPMENT;

COMPETITION; ECONOMICS; ENTERPRISE RESOURCE MANAGEMENT; MANAGEMENT SCIENCE; PUBLIC RELATIONS; SALES; STRATEGIC PLANNING;

CUSTOMER SATISFACTION;

EID: 77955765189     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/ICICTA.2010.201     Document Type: Conference Paper

References (4)

1. F. F. Reichheld, "Loyalty-Based Management," Harvard Business Review, Vol. 71, No. 2, 1993, pp. 64-74.
2. S. Alex, "Winning CRM Strategies," ABA Banking Journal, Oct. 1999, pp. 54-66.
3. R. Rust and A. J. Zahorik, "Customer Satisfaction, Customer Retention, and Market Share," Journal of Retailing, Vol. 69, No. 2, 1993, pp. 193-216.
4. M. Stone, N. Woodcock, and M. Wilson, "Managing the change from marketing planning to customer relationship management," Long Range Planning, Vol. 29, Oct. 1996, pp. 675-684.