Customer Relationship Management in service organisations: prospects, practices and areas of research Online publication date: Thu, 01-Dec-2011
by A.K. Saini; Puja Khatri; Kimi Thareja
International Journal of Management Practice (IJMP), Vol. 5, No. 1, 2012
Abstract: Customer Relationship Management (CRM) is a 'key success factor' for enhancing profitability of firms, especially in the service organisations. The last two decades have witnessed CRM to be an extensively researched and practiced field of management. This paper endeavours to encapsulate the concept available literature on CRM, both with national and international perspective. It seeks to epitomise the concept and implementation of CRM with focus on service organisations and to highlight the areas having scope for further clarity and for domain specific research to ensure effective CRM practices.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Management Practice (IJMP):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com