Customer Loyalty Literature Review

Customer Relationship Management Implementation Gaps. An Evaluation of Divergent Perspectives on Customer Relationship Management: Towards a Common Understanding of an Emerging Phenomenon. Information Technology for Management: Transforming Organizations in the Digital Economy 4th ed.

The Impact of e CRM on Loyalty and Retention of Customers in Iranian Telecommunication Sector.

Preeminent Analysis of Customer Relationship Management (CRM).

Base on the literature review, four identified critical CRM elements are employees’ behavior, quality of customer services, relationship development and interaction management.

Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan, International Journal of Business and Social Science.

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In spite of the most essential advantages of CRM, there are some difficulties in CRM implementation for many organizations.

Therefore, this study attempts to investigate and find out the key elements of CRM that can lead to the increase of customer satisfaction and loyalty. Customer Relationship Management: In B2C Markets, often less is more, California Management Review.

A Conceptual Framework for E-loyalty in Digital Business Environment.4th IEEE DEST.

A Model For Evaluating The Effectiveness of CRM Using the Balanced Scorecard.


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