Papers on "Customer Relationship Management" and similar term paper topics

Paper #053241 :: Customer Relationship Management
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An analysis of the importance of customer relationship management (CRM) in small to mid-sized companies.

Written in 2004; 14,426 words; 22 sources; MLA; $ 249.95

Paper Summary:

This paper aims to answer the questions surrounding the use of Customer Relationship Management (CRM) in Small and Mid-size Enterprises (SMEs). This paper examines the business case, issues, pitfalls, and recommendations for future success. This study focuses CRM in the United Kingdom's SMEs, particularly those in the manufacturing industry, from both a business and consumer point of view. The literature on relationship marketing, customer relationship management, customer loyalty, and customer satisfaction sets the framework for this evaluation. Primary research conducted with small and medium-size manufacturers and vendors undertaken in supports the in-depth evaluation of this topic.

From the Paper:

"Customers today have more options and higher expectations. Their loyalty is more fragile and if they are not treated the way they deserve to be treated (they now consider fair, honest and respectful treatment as a right and not a privilege) they go somewhere else. There is so much information, choice, and change that it is hard to get their attention. The web, email and other electronic channels (e.g. call centers) have made it a much easier for customers to get information that was very scarce just a few years ago. This has made the customer better informed, more discriminating and more powerful."

Tags: system communication retain business

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