Edith Cowan University -
[Cached Version]
Published on: 8/20/2004
Last Visited: 2/26/2005
"Customer relationship management is a business and marketing strategy that integrates technology, process and business activities around the customer, enabling the customer to have the best possible relationship with the organisation," explained ECU researcher Professor Peter Love.
"Basically customers benefit through the organisation understanding their needs and wants and catering for them in a pro-active way," said Professor Love."It is one to one marketing - segmenting the market down to the individual level."
"The research is significant, not only because of the value of the research in dollar terms, but also because customer relationship management is a major focus of information technology expenditure and has an underlying focus on improved customer service," said Professor Love.
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"The research will result in a model for customer relationship management implementation that will hopefully be used by both practitioners and academics," said Professor Love.
The research is planned for completion in 2007.