The antecedents for improving customer relationship management performance: organization value and customer value/ Samsudin Wahab, Nor Azila Mohd Noor and Ahmad Nawir Abu Amrin

Wahab, Samsudin and Mohd Noor, Nor Azila and Abu Amrin, Ahmad Nawir (2007) The antecedents for improving customer relationship management performance: organization value and customer value/ Samsudin Wahab, Nor Azila Mohd Noor and Ahmad Nawir Abu Amrin. Journal Academia UiTM Terengganu, 1. pp. 43-52. ISSN 1985-5125

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Abstract

Unlike the psychological consumerism cry of “Customer is the King”, the attributes of CRM have only come into sight in the recent decades. The attributes that among others include customer acquisition, retention and development are meaningless if both the organization top management and the practitioners are not aware of their roles in creating customer values. Harvey (2001) observes that only 17% of companies have incorporated customer acquisition, retention and development costs in their marketing plan. As such he has concluded that despite all the talks of the customer focus, there is only little evidence that senior executives have regular and direct contact with their customers. This is a matter for concern, definitely, as it is the responsibility of everybody to support the organization regardless of what the level or position he occupies and what strategy types may well surface and he implemented whether they belong to the marketing department, finance department or human resource department.

Item Type: Article
Creators:
CreatorsEmail
Wahab, Samsudinsamsudinw@tganu.uitm.edu.my
Mohd Noor, Nor AzilaUNSPECIFIED
Abu Amrin, Ahmad NawirUNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Consumer satisfaction
Divisions: Universiti Teknologi MARA, Terengganu
Journal or Publication Title: Journal Academia UiTM Terengganu
ISSN: 1985-5125
Volume: 1
Page Range: pp. 43-52
Item ID: 19648
Uncontrolled Keywords: Customer Relationship Management (CRM); Customer satisfaction; Marketing
Last Modified: 18 Dec 2018 06:41
Depositing User: Perpustakaan Cendekiawan UiTM Caw Terengganu
URI: http://ir.uitm.edu.my/id/eprint/19648

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