A Roadmap For Customer Relationship Management

Abstract

Customer Relationship Management (CRM) has become yet another bandwagon in the crowded caravans towards strategic information systems nirvana. In this paper, we contend that beyond serving as a buzzword and a passing fad to acquire an Information Technology (IT) solution from clamoring vendors, managements enthusiasm for CRM can effectively be cultivated to develop the organizations strategic plan for making the customer the focal point of all activities. To that end, we examine CRM technologies by considering what they offer for managing each stage of the Customer Resource Life Cycle (CRLC).