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 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
Strengths, weaknesses and examples of Customer Relationship Management Technology *
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Business Application
Implementation, success factors and measures of Customer Relationship Management Technology *
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Professional Tools
Customer Relationship Management Technology videos and downloads *
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Further Reading
Customer Relationship Management Technology web and 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:
- Goldenberg, B.J., 2002. CRM Automation. Prentice Hall Professional.
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