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Customer Relationship Management: Dissertation On

This dissertation examines customer relationship management (CRM). It begins with a declaration that the work is original and a citation of literature used. The author acknowledges the guidance of their advisor, Mrs. Deepika Dhamija, and department head, Mrs. Vidhi Bhargava. The abstract indicates that CRM has become significant for both practice and research in building long-term, value-added relationships between organizations and customers. It reviews literature on CRM systems used by governments and proposes a framework for CRM implementation with phases, components, and critical success factors.

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Hîmäñshû Thãkráñ
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Topics covered

  • government CRM systems,
  • CRM in public administration,
  • CRM software,
  • relationship marketing,
  • CRM best practices,
  • CRM tools,
  • CRM future directions,
  • CRM metrics,
  • long-term relationships,
  • CRM practices
96 views6 pages

Customer Relationship Management: Dissertation On

This dissertation examines customer relationship management (CRM). It begins with a declaration that the work is original and a citation of literature used. The author acknowledges the guidance of their advisor, Mrs. Deepika Dhamija, and department head, Mrs. Vidhi Bhargava. The abstract indicates that CRM has become significant for both practice and research in building long-term, value-added relationships between organizations and customers. It reviews literature on CRM systems used by governments and proposes a framework for CRM implementation with phases, components, and critical success factors.

Uploaded by

Hîmäñshû Thãkráñ
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Topics covered

  • government CRM systems,
  • CRM in public administration,
  • CRM software,
  • relationship marketing,
  • CRM best practices,
  • CRM tools,
  • CRM future directions,
  • CRM metrics,
  • long-term relationships,
  • CRM practices

Dissertation

On

CUSTOMER RELATIONSHIP MANAGEMENT


(Submitted in partial fulfillment of the requirement for the award of degree of
(BACHELOR OF COMMERECE)

AMITY UNIVERSITY
HARYANA

SUBMITTED TO:
MRS. DEEPIKA DHAMIJA

SUBMITTED BY:
BCOM(HONS) 6TH SEM

DECLARARTION
I GRITIKA THAKRAN, hereby declare that the work presented here is genuine work.
This is done originally by me and has not been published or submitted elsewhere for the
requirement of a degree programme. Any literature, data or works done by others and
cited within this dissertation has been given due acknowledgement and listed
in the reference section.

Signature

Date

ACKNOWLEDGEMENT

My Synopsis Report preparation schedule has been an excellent learning


experience. I feel it of utmost importance to acknowledge the contribution of my
guide [Link] Dhamija without her support and guidance this research would
not have been possible.
I am indebted to Mrs. Vidhi bhargava, HEAD OF DEPARTMENT for showing me
right direction in the course of the project. I am also thankful to her for finding
time from her tight schedule and helping me in various stages of the project right
from arranging data to doing data analysis.

Abstract
Customer Relationship Management (CRM) has grabbed the attention of both practice and
research in the past decade, developing into an area of major significance. The focus of the CRM
concept is to build a long-term and value-added relationship for both the organisation and
customers. Governments although considered late followers compared to the private industry
have been showing growing interest in CRM systems recently to help public and government
agencies track and manage relationships with their constituents. In this article, we review
existing literature to provide an understanding of the field. We also present a proposed CRM
framework based on literature review and practice work. The proposed framework is envisaged
to act as a practical management tool that provides a holistic overview of implementation phases,
components of each phase, and associated critical success factors.

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