Customer Relationship Management (CRM)

Paper Summary:

This paper explains that the independent variables for this study about customer relationship management (CRM) are (1) I.T. infrastructure, (2) top management support, (3) team building, (4) role specification, (5) communication, (6) common bond (7) planning process, (8) system integration, (9) employee motivation and (10) monitoring processes. The author reports that the study methodology involved an online questionnaire used to survey 100 doctors, pharmacists and other health and financial authorities in Kuwait. The paper includes many statistics and tables.

Table of Contents:
Introduction
Literature Review
Principles of CRM?
Benefits of CRM
Trends of CRM Formation
Why CRM Fail?
CRM Strategy
Limitations of CRM
CRM in Global Context or in Developing Countries
CRM Performance Indicators
Factors Influencing CRM Performance
General Framework of the Study
Research Hypotheses
I.T. Infrastructure
Top Management Support
Team Building
Role Specification
Communication
Common Bond
Planning Process
System Integration
Employee Motivation
Monitoring Processes
Methodology
Research Design
Sampling Unit
Sampling Frame
Method of Selecting the Sample Elements
Participants
Data Collection
Scale Development
Data Analysis
Dependent Variable
Independent Variables
Questionnaires
Reliability and Validity of the Results
Delimitations
Ethical Issues
Results, Data Analysis and Discussion
Results
Question 1
Hypothesis Testing Of Regression B/W IT Infrastructure and CRM
Statements
Calculation
Question 2
Hypothesis Testing of Regression B/W Top Management Support and CRM
Statement
Calculation
Question 3
Hypothesis Testing of Regression B/W CRM and CRM-Teams
Statement
Calculation
Question 4
Hypothesis Testing of Regression B/W CRM and Role Specification
Statement
Calculation
Question 5
Hypothesis Testing of Regression B/W CRM and Communication
Statement
Calculation
Question 6
Hypothesis Testing of Regression B/W CRM and Common Bonds
Statement
Calculation
Question 7
Hypothesis Testing of Regression B/W CRM and Planning Process
Statement
Calculation
Question 8
Hypothesis Testing of Regression B/W CRM and System Integration
Statement
Calculation
Question 9
Hypothesis Testing of Regression B/W CRM and Employee Motivation
Statement
Calculation
Question 10
Hypothesis Testing of Regression B/W CRM and Monitoring Process
Statement
Calculation
Significance and Conclusion
Who Should Use CRM?
Implications
The Future of CRM?
Conclusion

From the Paper:

"The fourth question explored the relationship between CRM and role specification. Question five explores the relationship between CRM and communication. The answers of the respondents have been summarized in Table 5.1. Thirty four (34) respondents asserted that it is "extremely likely" that companies with clear communication patterns will be highly successful in maintaining long-term CRM. Ten (10) respondents asserted that it is "Quite likely" that companies with clear communication patterns will be highly successful in maintaining long-term CRM."

Sample of Sources Used:

• Adamson, C. (1991) "Complaint handling: benefits and best practice", Consumer Policy Review, 1, 196-203.
• Adamson, C. (1993) "Evolving complaint procedures" Managing Service Quality; 3(2), 439-444.
• Algesheimer, R. Mueller, C. Zimmermann, H.D. (2001a). "Study - The role of CRM." Unpublished Research Report. University of St. Gallen.
• Andreasen, A (1988), "Consumer Complaints and Redress: What We Know and What We Know," in The Frontier of Research in the Consumer Interest, E. Scott Maynes (ed.), Columbia, MO: ACCI: 675-722.
• Bhalla, G., Evgeniou,.T. and Lerer, L. (2004) "Customer relationship management and networked healthcare in the pharmaceutical industry", International Journal of Medical Marketing, London, 4(4), 370-380.

More papers on Customer Relationship Management (CRM):

• Analytical Essay # 123403 : "Customer Relationship Management (CRM)"
• Term Paper # 103649 : "Customer Relationship Management (CRM)"
• Essay # 100327 : "Customer Relationship Management (CRM)"
• Research Paper # 53245 : "Customer Relationship Management (CRM)"

APA Citation:

MLA Citation: