New Information Technologies and Other Pertinent Issues Impacting the Strategic Dimension of CRM for Business Excellence

Abstract

Recent interest in relationship management and relationship marketing has led many firms to consider how to improve customer retention rates. The scope of the current chapter will be limited to an exploratory study of the technologies and relevant issues in the development and deployment of customer relationship management (CRM) applications for businesses, specifically those that would pertain towards impacting the strategic dimension of business and enable them to excel in delivering optimal solutions to customers. Future areas of research in CRM will be identified based on the literature review and observed trends in the subject matter. Based on available technologies, current issues in CRM and other pertinent issues, a conclusion will be drawn reflecting the authors’ opinion.