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Customer Relationship Management

Customer relationship management (CRM) is a method for managing an organization’s connections with present and potential clients. It requires making use of technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. This section provides project reports on the topic of Customer Relationship Management.


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Customer Relationship Management in 3G Telecom – The Customised Point of Contact

We've analyzed CRM Customer relationship management in a service provider's mindset on behalf of Ericsson Microwave Systems AB. The question at issue we chose to explore is 'How should a service firm build a point of contact so as to handle client relations in the 3rd generation mobile Internet?' To reach a conclusion we've completed a qualitative study including literature survey and 3 interviews.

Project category: IT General
The role of analytical CRM in maximizing customer profitability in private banking: two Swedish banks

Most widely accepted classification of Customer Relationship Management (CRM) systems includes operational, analytical, collaborative and e-CRM. While operational, collaborative, and e-CRM has received a significant interest among practitioners and scholars, but analytical CRM has been mostly neglected by them. The major function of analytical CRM is to support strategic customer information provision and customer knowledge acquisition to help achieve the final goal of CRM which is to enhance customer profitability. Customer profitability is the difference between revenue and costs. The ...

Project category: Marketing
Feasibility study of application and implementation of customer relationship management (CRM) in hotel industry

The purpose of this thesis is feasibility study of Customer Relationship Management (CRM) application in hotel industry. With increased globalization, competition, higher customer turnover, growing customer acquisition costs and rising customer expectations in today competitive word CRM is very important for several companies and received an increasing amount of interest among scholars and practitioner especially in recent years. While some companies have received immense benefits from their investments (enhancing customer satisfaction and profitability). The researcher tried to find that is ...

Project category: IT General, Marketing
Customer Loyalty Research: Can customer loyalty programs really build loyalty?

The consumer market is getting more competitive, and the fundamental question is; what should the companies do in order to gain new customers and sustain the existing ones? Primary attempt has been to offer price discounts and special deals to the customers. However, according to Peppers and Rogers (1997) this attempt is not working properly and the efforts should be reinforced into techniques to satisfy the customers’ needs. Many companies have tried to solve this by creating mass customized products, ...

Project category: Marketing
CRM in Fashion Companies for men’s wear

This thesis studies Customer Relationships Management (CRM) in Fashion companies for men. The business approach CRM arose in the late 1990s from the principles of relationship marketing and it became a well used strategy by managers within all types of industries (Stone, 2004). This strategy contains three main areas; technical solutions, IT and Internet solutions and an approach to manage customer relationships (Payne, 2006). CRM as an approach to manage customer relationships is seen as an attitude and ...

Project category: Marketing
Mobile Customer Relationship Management: A study of barriers and facilitators to mCRM adoption

Customer Relationship Management and Mobile Marketing are two areas of business that have been given considerable attention in recent years. For companies that strive to succeed in today’s customer oriented marked it has become a necessity to manage customer relations through the use of Customer Relationship Management (CRM) systems. Research by Varian, Elder and Shutter ...

Project category: Featured, Finance, Marketing
Customer Relationship Management: how a CRM system can be used in the sales process

The conditions for doing business are rapidly changing. Consumptions patterns are different, there are new technologies for distributing and collecting information, and the competition on the market is increasing domestically as well as globally. In order for companies to survive and grow they must find new ways of thinking, which has led to that new approaches has emerged in marketing research. First, Relationship Marketing appeared and now Customer Relationship Management, CRM, is in the center of interest. CRM highlights the ...

Project category: Marketing
Managing customer relationships on the Internet

'Virtual exchange' is bringing buyers and sellers together electronically rather than having to go to a physical market place. The Internet is affecting every facet of business life, obliterating current business models. It is becoming increasingly clear that stalled or failed CRM projects are often the result of companies lacking a thorough understanding of what CRM initiatives entail. The purpose of our study is to find out that how customer relationships are being managed (CRM) on the Internet. Our research ...

Project category: Marketing
Objectives, strategies and expected benefits of customer relationship management

The purpose of this study is to bring insight and deeper understanding into the objectives, strategies and the expected benefits of CRM initiatives by organisations particularly service companies in Sweden. To conduct this study, the following research questions were posed: How can the objectives and strategies of CRM initiatives by organisation be described? And how can the expected benefits of CRM initiatives by organisations be described? Based on the above discussions, the main research methodology was a case study. An ...

Project category: Marketing
The impact of CRM on customer retention

CRM (Customer Relationship Management)is an integrated approach to identifying, acquiring, retaining and delighting customers. By enabling organizations to manage and coordinate customer interactions across multiple channels, departments, lines of business, and geographies. CRM helps organizations maximize the value of every customer interaction and drive superior corporate performance. The challenge is to make it easy for customers to do business with the organization any way they want—at any time, through any channel, in any language or currency and from any country— and ...

Project category: Marketing

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