Customer Relationship Management (CRM) （客户关系管理(CRM)）.pdfVIP

International Journal of e-Education, e-Business, e-Management and e-Learning, Vol. 1, No. 1, April 2011 Customer Relationship Management (CRM) Processes from Theory to Practice: The Pre-implementation Plan of CRM System Khalid Rababah, Haslina Mohd, and Huda Ibrahim [2]. CRM as a business process was defined as “a macro-level Abstract—Customer relationship management (CRM) has (i.e., highly aggregated) process that subsumes numerous the potential for achieving success and growth for organizations sub-processes, such as prospect identification and customer in the nowadays environment of extensive competition and knowledge creation” [3]. As a technology, CRM is an rapid technological development. CRM enables organizations to know their customers better and to build sustainable enabling technology for organizations to foster closer relationships with them. However, CRM is considered as relationships with their customers [4]. buzzword and it is not understood well. The main components Among the reasons for the little consensus around the of CRM are people, technology, and processes. This paper meaning of CRM are; (i) the different academic backgrounds provides an extensive review of the literature regarding the of the researchers and scholars, (ii) CRM is still an emergent CRM processes. This review aims to increase the understanding perspective and needs more time and studies to reach the of the different perspectives and the various types and levels of