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Customer relationship management and its impact on entrepreneurial marketing: a literature review

Author

Listed:
  • Vicente Guerola-Navarro

    (Universitat Politècnica de València)

  • Hermenegildo Gil-Gomez

    (Universitat Politècnica de València)

  • Raul Oltra-Badenes

    (Universitat Politècnica de València)

  • Pedro Soto-Acosta

    (Universidad Murcia)

Abstract

Entrepreneurship is one of the business forces with the greatest power to transform today's society, due to its ability to discover and take advantage of new opportunities to satisfy customer new and changing needs and expectations. Customer relationship management (CRM) has proved to be both a highly influential business management strategy and a powerful business management technology solution, with a particularly relevant impact in the area of entrepreneurship. CRM has helped drive growth and future expectations and has had excellent results in terms of return on investment wherever it has been implemented. An exhaustive review of previously published findings in a specific subject area can uncover new lines of research. This paper uses semi-systematic review to the study of the reality of the link between CRM and entrepreneurial marketing in business. This approach is used to comprehensively describe the state of the art of the impact that CRM can have in the modern business environment, through the empowerment of entrepreneurial marketing. In a structured manner, the present paper reviews the 86 most relevant studies of how CRM affects entrepreneurial marketing policy development through its alignment with relationship marketing and customer-centric business models. The growing use of CRM in companies is one of the pillars of technological and social change in entrepreneurship, being a clear example of how big data can benefit society. The study focuses on the period from 2015 to 2019.

Suggested Citation

  • Vicente Guerola-Navarro & Hermenegildo Gil-Gomez & Raul Oltra-Badenes & Pedro Soto-Acosta, 2024. "Customer relationship management and its impact on entrepreneurial marketing: a literature review," International Entrepreneurship and Management Journal, Springer, vol. 20(2), pages 507-547, June.
    • Handle: RePEc:spr:intemj:v:20:y:2024:i:2:d:10.1007_s11365-022-00800-x
    DOI: 10.1007/s11365-022-00800-x
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