Customer Relationship Management—Strategies and Business Implications
A special issue of Sustainability (ISSN 2071-1050).
Deadline for manuscript submissions: closed (31 March 2021) | Viewed by 20443
Special Issue Editor
Special Issue Information
Dear Colleagues,
We are pleased to announce a Special Issue focused on Customer Relationship Management and the role of this system on building strong and successful business strategies.
Customer relationship management is a fundamental framework, a process of planning, organizing and developing strategies for building strong relationships with the clients and modeling their perceptions on the company and the company’s products. The root of customer relationship management is relationship marketing. A good customer relationship management model includes activities from the following areas: marketing, sales, service and information technology.
In the context of globalization and also in a business environment challenged by an economic crisis, organizations need to adjust their strategies in order to attract and maintain customers. Additionally, it is mandatory for organizations to develop a resilience capacity for facing the uncertain environments.
In this context, the Special Issue invites empirical and conceptual papers covering a wide range of aspects related but not limited to:
- Systematic literature reviews on customer relationship management;
- Customer relationship management and organizational resilience;
-CRM Technologies;
- Planning and organizing activities for attracting and maintaining clients;
- Understanding customers’ expectations;
- Measuring customer satisfaction and customer loyalty;
- Planning activities to manage customer satisfaction in a crisis;
- Loyalty programs;
- Relationship marketing and online social networking;
- Customer service;
- Communication strategies with the clients;
- Case studies.
Prof. Dr. Claudia Stoian
Guest Editor
Manuscript Submission Information
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Keywords
- Technology
- Organizational resilience
- Customer loyalty
- Customer satisfaction
- Sales
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