A framework of dynamic CRM: linking marketing with information strategy

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Abstract:

Committed customers are profitable to an organization for the long term. Customer commitment forms when a customer's expectation is satisfied and the customer realizes fair value from his/her relationship with the organization. From an organization's perspective, this value reflects customer equity, but from a customer's perspective, it represents the customer's perceived value of the relationship. In order to manage such a relationship successfully, it is necessary to support diverse customer information - such as of-the-customer, for-the-customer, and by-the-customer information. A customer information system (CIS) plays the role of boundary spanning that manages and distributes customer information. But the gap between marketing and IT strategy is a barrier in implementing a successful CIS. The CIS, which includes the database, communication channel, and decision model for relationship management, should be designed to facilitate the two-way customer relationship exchanges. This paper develops a framework of dynamic customer relationship management, suggests the information technology strategy to support the framework, and illustrates the applicability of such framework and strategy through a real business case.

Keywords: Customer Information; Customer Loyalty; Customer Relations

Document Type: Research Article

DOI: http://dx.doi.org/10.1108/14637150310496749

Publication date: May 1, 2003

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