Crucial Factors in Customer Relationship Management : A Chinese Perspective of the Telecommunication Industry

University essay from Sektionen för ekonomi och teknik (SET)

Author: Yan Song; Bin Wei; [2011]

Keywords: Customer Relationship Management; CRM; CRM system; Chinese CRM system; important factors in CRM system; improvements for CRM system;

Abstract: Customer Relationship Management (CRM) which focuses on the relationship with customers has become more and more important in business management. CRM is a managerial system based on technological applications which can help companies to get competitive advantages. In our paper, we focus on the CRM in the Chinese context and our purpose is to identify important factors during the management of customer relationship in China. We have studied one of the largest Chinese Telecom companies.

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