Problems and Key Factors of CRM Implementation
Problems and Key Factors of CRM Implementation
Author(s): Viliam LendelSubject(s): ICT Information and Communications Technologies, Transport / Logistics
Published by: Žilinská univerzita v Žilině
Keywords: CRM; CRM Value Chain; implementation; customer;
Summary/Abstract: CRM value chain identifies five key steps in the development and implementation of a CRM strategy: customer portfolio analysis, customer intimacy, network development, value proposition development, and manage customer life cycle. These five primary stages of the CRM value chain represent three main sequential phases of CRM strategy: analysis, resource development and implementation. This article deals with CRM value chain and diagnostics of the level of Slovak companies in the CRM area.
Journal: Komunikácie - vedecké listy Žilinskej univerzity v Žiline
- Issue Year: 11/2009
- Issue No: 4
- Page Range: 56-60
- Page Count: 5
- Language: English