Paper Summary:

This paper demonstrates that customer relationship management (CRM) and information technology (IT) in business can satisfy the customer and increase business productivity without sacrificing one for the other. The paper discusses the PrintingForLess.com company as a success story of CRM in business and the PeopleFirst Finance LLC as a symbol of failure of CRM. The paper comes to the conclusion that CRM can be used successfully in IT business relations if business workers can stay motivated by upper management, thereby creating satisfied customers.

From the Paper:

"The question being researched is whether or not customer relationship management (CRM) and information technology (IT) in business can provide improvements to the business and satisfy customers without sacrificing one for the other? According to Wikipedia, CRM is defined as "the methods and technologies used by companies to manage their relationships with clients" by storing information on customers through an automated process that generates the information for marketing purposes using a software programs. Most of CRM consumers are big corporations who do business on-line and through automated telephone service hoping to increase profits and keep current customers and generate new ones."

Sample of Sources Used:

• Anthes, G. (2006). The ultimate question. Computerworld, 40 (30). Retrieved October 4, 2006from http://0-proquest.umi.com.innopac.lib.ryerson.ca:80/pqdweb?did=1089275071&sid=12 &Fmt=4&clientId=10120&RQT=309&VName=PQD.
• Anderson, K. L., & Kerr, C. J. (2002). Customer Relationship Management (the BriefcaseBack Series). New York: McGraw Hill Companies.
• Band, W. (2006). The ABCs of CRM success. Optimize, 5 (1). Retrieved October 4, 2006 from http://0-proquest.umi.com.innopac.lib.ryerson.ca:80/pqdweb?did=987848231& sid=12&Fmt=4&clientId=10120&RQT=309&VName=PQD.
• Bodenberg, T. M. (2001). Customer Relationship Management: New Ways of Keeping the Customer Satisfied. New York: Conference Board.
• Gupta, S., & Lehmann, D. (2005). Managing Customers as Investments: The Strategic Value of Customers in the Long Run. Upper Saddle River, New Jersey: Wharton School Publishing.

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