Bookcover of customer relationship management implementation in automobile industry
Booktitle:

customer relationship management implementation in automobile industry

customer Reltionship management implementation

LAP LAMBERT Academic Publishing (2012-04-19 )

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ISBN-13:

978-3-8484-4342-0

ISBN-10:
3848443422
EAN:
9783848443420
Book language:
English
Blurb/Shorttext:
Customer relationship management (CRM) has become popular among organizations and firms, hence many have implemented it in order to compete with others and promote their businesses. In CRM implementation, there are barriers, critical success factors and the strategic components that should be determined. A CRM model was used to determine the CRM barriers, critical success factors and show the current implementation of CRM in automobile industry. An example of the difficulties identified is cultural barrier. Besides that, the critical success factors have been recognized. This research also reveals that the most important components of CRM implementation are people, process, and technology. Another contribution of this study is identifying new items such as the in-house or outside trainers. This study shows that in-house trainers are more efficient and effective in training employees for CRM projects. In addition to that, the level of CRM knowledge of trainers is vital in getting the expected results.
Publishing house:
LAP LAMBERT Academic Publishing
Website:
https://www.lap-publishing.com/
By (author) :
kamyar kavosh, Abu Bakar Abdul Hamid, Melati Ahmad Anuar
Number of pages:
180
Published at:
2012-04-19
Stock:
Available
Category:
Business management
Price:
68.00 €
Keywords:
Training, Customer Relationship Management, technology, Process, people, organizational culture.

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