Part of #Presentation and model review of Customer relationship management (CRM) to enhance customer satisfaction and loyalty# :
Publishing year : 2015
Conference : International Conference on Management and Social Sciences
Number of pages : 15
Abstract: After the Industrial Revolution, a fundamental change in all aspects of trade and business has emerged. The traditional strategy has been replaced by a new strategy and managers of commercial and production in order to compete to gain more market share rather than product focused on customer-centric turned. The impact of customer satisfaction and loyalty in increasing the profitability has been driven by organizations to customer relationship management (CRM) as an important tool for finding trends. More review and knowledge discovery provides useful information and best practices for CRM managers on how to deal with customers. For this reason, in this paper, the presentation and model review of CRM has been to enhance customer satisfaction and loyalty. The results showed that the behavior of employees, the quality of service and products, and the development of communication have had a positive and significant impact on customer satisfaction and loyalty, but interactive management on customer satisfaction and loyalty will not have much impact.