CONCEPTUAL FRAMEWORK OF CUSTOMER RELATIONSHIP MANAGEMENT(CRM) PROCESS

  • Mugunthan C Assistant Professor, Department of Commerce, Periyar University PG Extension Centre, Dharmapuri
  • Kalaiarasi G Ph.D Research Scholar, Department of Commerce, Periyar University PG Extension Centre, Dharmapuri
Keywords: Customer relationship management, importance and types, CRM processes

Abstract

Today, Customer Relationship Management is really much more a human function than a technology implementation, effective Customer Relationship Management (CRM) has become a critical challenge in business competition. CRM is dependent on process management. The objective of this paper is to
propose a conceptual framework of Customer Relationship Management. In this paper authors explore the conceptual foundation of CRM; CRM Processes and grouped the different perspectives on the CRM process implementation. Now-a-days maintaining & developing customer relations has become the mantra of success in today’s world of cut-throat competition.

Published
2016-05-30