Theories of Customer Relationship Management (CRM)

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Student (University), Malaysia

Theories of Customer Relationship Management (CRM)

What are the main theories within customer relationship management (CRM)? If I said Justice Theory is one CRM theory, is this true? What about Relationship Marketing Theory?

Student (University), Malaysia

CRM is not a specific theory

I believe we can say that CRM does not have a specific theory...
It refers to and drwas from any model within the marketing domain, right?

  maneesa, United Kingdom

CRM is not a Model

CRM is not just a model... It can be structured as a marketing policy but still not a specific theory...

  Felix C. Poudeu
Management Consultant, Cameroon

CRM is not a Theory or Model, But it is Reality

CRM is not a theory or model, it is reality. CRM is a powerful tool for business strategy independent of industry, it is a philosophy to retaining and creating customer satisfaction and loyalty which helps generate sustainable competitive advantage, high ROI, ROMI, CLV, etc.

Student (University), Malaysia

Theories Related to CRM

Thank you but I want to figure out what are the theories related to CRM? Because CRM is from the relationship marketing....

  Mellacheruvu Adi Saasthry
Director, India

CRM is a Strategy

CRM is a strategy; it evolves from a lead (i.e. sales and marketing) and cuts across the organization; the better the CR...

  Jaap de Jonge
Editor, Netherlands

Is CRM a Strategy?

According to Treacy and Wiersema, there are only 3 value disciplines a company may choose: 1. Operational Excellence 2...

  Mellacheruvu Adi Saasthry
Director, India

CRM - Strategy

Understood your point Jaap; my focus was on economic performance of the business. Any business objective, business decis...

  Praneet Varma
Manager, Indonesia

Few Concepts to Understand Customer Needs and Gaps

May not be straight to your point, but you can try below concepts. They give good understanding on customer expectations...

Student (MBA), Philippines

Customer Relationship Management is Building Confidence

@Jaap de Jonge: CRM is both a business and marketing strategy. In my opinion it is not always about the customer but ab...


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