Abstract
The concept of customer relationship management (CRM) resonates with managers in today’s competitive economy. As more and more organizations realize the significance of becoming customer-centric in today’s competitive era, they embrace CRM as a core business strategy. CRM an integration of information technology and relationship marketing provides the infrastructure that facilitates long-term relationship building with customers at an enterprise-wide level. Successful CRM implementation is a complex, expensive and rarely technical projects. This paper presents the successful implementation of CRM in a multinational organization. This study will facilitate in understanding transition, constraints and implementation of CRM in multinational enterprises.
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Mishra, A., Mishra, D. (2009). CRM System Implementation in a Multinational Enterprise. In: Meersman, R., Herrero, P., Dillon, T. (eds) On the Move to Meaningful Internet Systems: OTM 2009 Workshops. OTM 2009. Lecture Notes in Computer Science, vol 5872. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-05290-3_61
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DOI: https://doi.org/10.1007/978-3-642-05290-3_61
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