| Publisher | Universitat Politecnica de Catalunya | ||
|---|---|---|---|
| Format | 159.3KB PDF | Date added | 06 Jul 2006 |
| Topics | Customer Support Services | ||
| Downloads | 34 | ||
In recent years, the interest on research in Customer Relationship Management (CRM) systems has grown notoriously. Many authors have made individual proposals of interesting topics to be researched around CRM systems, but no overarching research agenda has yet been proposed. Based upon a recent research literature review that have undertaken, which includes several real case studies conducted in order to learn from CRM experience within specific companies and industries, this paper proposes and details what appears to be a natural CRM Systems Life-cycle. Although a more focused cycle has been mentioned for CRM systems implementations, the paper proposes and defines in detail a CRM Systems Life-cycle which covers other phases preceding and following implementation.
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