Title: Analysing the adoption of Customer Relationship Management in Indian service sector: an empirical study

Authors: Purnima S. Sangle, Sanjeev Verma

Addresses: National Institute of Industrial Engineering (NITIE), Vihar Lake, Mumbai – 400 087, India. ' National Institute of Industrial Engineering (NITIE), Vihar Lake, Mumbai – 400 087, India

Abstract: Although many studies have been conducted and reported on CRM implementation cases in the developed countries, there is very little literature available on the experiences of CRM practices in India. This research study focuses on the CRM implementation experiences in Indian service sector. The paper discusses on CRM practices, the motivations for the implementation of CRM in service sector of India. The results of an exploratory survey conducted for this study are discussed. A major contribution of this study is to identify and analyse the determinants of adoption of CRM in Indian service sector.

Keywords: customer relationship management; CRM implementation; service sector; factor analysis; India; services.

DOI: 10.1504/IJECRM.2008.019570

International Journal of Electronic Customer Relationship Management, 2008 Vol.2 No.1, pp.85 - 99

Published online: 16 Jul 2008 *

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