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Customer relationship management as business strategy appliance: Theoretical and practical dimensions

Author

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  • Rima Tamošiūniene
  • Regina Jasilioniene

Abstract

The main purpose of this article is to provide an integral and managerially useful view of customer relationship management (CRM) as business strategy. The key objectives are: to analyze CRM origins, development and changes that have occurred over time and to provide its future directions, to rank the variety of CRM definitions and determine CRM definition, which reflects CRM essence most accurately, to analyze components of CRM, to provide a framework, which ensures that CRM is approached on a strategic, balanced and integrated basis, to determine CRM strategy definition, and to identify CRM strategy position in the whole of companies strategies. The article provides best practices of CRM strategy appliance. The methods used: analysis and generalization of scientific and practical works and statistical data.

Suggested Citation

  • Rima Tamošiūniene & Regina Jasilioniene, 2007. "Customer relationship management as business strategy appliance: Theoretical and practical dimensions," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 8(1), pages 69-78.
    • Handle: RePEc:taf:jbemgt:v:8:y:2007:i:1:p:69-78
    DOI: 10.1080/16111699.2007.9636154
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    Cited by:

    1. Priyanka Meena & Praveen Sahu, 2021. "Customer Relationship Management Research from 2000 to 2020: An Academic Literature Review and Classification," Vision, , vol. 25(2), pages 136-158, June.
    2. Hussein A. Al-Homery & Azizah Ahmad & Hasbullah AsharaiS, 2019. "The Core Components and Types of CRM," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 7(1), pages :121-145, March.
    3. Calabuig, F. & Núñez-Pomar, Juan & Prado-Gascó, Vicente & Añó, V., 2014. "Effect of price increases on future intentions of sport consumers," Journal of Business Research, Elsevier, vol. 67(5), pages 729-733.

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