A Proposed Relationship Framework for CRM Dimensions and Marketing Capabilities

Abstract

The term “Customer Relationship Management,” often known as “CRM,” is becoming more common and is quickly becoming one of the most prominent academic and practical issues in the world of business. In point of fact, customer relationship management is essential and has developed into a specialization for the performance of businesses. There is, however, a paucity of research that elucidates the relationship between CRM dimensions and marketing skills.
CRM gives businesses the ability to get a deeper understanding of their consumers and to cultivate long-lasting connections with those clients. People, technology, and procedures are the three most important aspects of Customer Relationship Management (CRM). This study presents a comprehensive evaluation of the literature pertaining to CRM processes and procedures. In addition, in order for organizations to successfully adopt and implement CRM programs and systems, They must be aware of the need for business process reengineering, as well as how to effectively anticipate and manage any potential change that might result from any CRM activities. They won’t be able to embrace and deploy CRM successfully unless they reach the degree of success required for it.
As well as efficiently Communicating and sharing information on the hoped-for benefits of CRM programs and systems to all business stakeholders, this stage emphasizes broadening understanding of the CRM concept. Increasing the number of CRM program and system installations that are effective will need a number of factors.