Impact of customer relationship management (CRM) on customer satisfaction and loyalty: a systematic review

In this study, we review literature on Customer Relationship Management (CRM), focusing specifically on the impact of the CRM on customer satisfaction and customer loyalty.CRM is a set of practices that organizations adopt to maintain and increase their customer base.A systematic review of empirical...

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Bibliographic Details
Main Authors: Nashwan, Saeed Awadh, Hassan, Haslinda
Format: Article
Language:English
Published: Akademia Baru 2017
Subjects:
Online Access:http://repo.uum.edu.my/21506/1/JARBMS%206%201%202017%2086%20107.pdf
http://repo.uum.edu.my/21506/
http://www.akademiabaru.com/doc/ARBMSV6_N1_P86_107.pdf
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