Customer Relationship Management Technology


The concept explains the importance of CRM for building and managing successful customer relationships. It describes the key components of modern CRM technologies and provides a summary of the strengths and weaknesses and what measures can be used to monitor the implementation of this technology.

Technique Overview

Customer Relationship Management Technology

Customer Relationship Management Technology Definition

Customer Relationship Management (CRM) integrates people, processes and technologies to facilitate and strengthen relationships with customers (Goldenberg, 2002). CRM is both a management function and a technology that deals with integrating all the business processes that involve interactions with sales, marketing and services. CRM technology should take care of the customer from end to end (Laudon & Laudon, 2003).

Customer Relationship Management Technology Description *

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Business Evidence

Customer Relationship Management Technology Strengths *

Customer Relationship Management Technology Weaknesses *

Examples of Customer Relationship Management Technology *

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Business Application

Customer Relationship Management Technology Implementation *

Success Factors of Customer Relationship Management Technology *

Measures of Customer Relationship Management Technology *

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Professional Tools

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Further Reading

Customer Relationship Management Technology Web Resources *

Customer Relationship Management Technology Print Resources *

Customer Relationship Management Technology References (4 of up to 20) *

  • Band, W., Kobielus, J., Moore, C., Le Clair, C., Magarie, A., 2010. The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010. Forrester Research.
  • Chen, I.J., Popovich, K., 2003. Understanding customer relationship management (CRM): People, process and technology. Business Process Management Journal, 9(5), pp.672-688.
  • Columbus, L., 2012. What's Hot in CRM Applications, 2012. Forbes, April 23. Available at: [Accessed on 4 May 2012].
  • Goldenberg, B.J., 2002. CRM Automation. Prentice Hall Professional.

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