A Review of CRM Implementation in Large-Scale Organizations
Year: 2024
Type: article
Abstract: Customer Relationship Management (CRM) has become an essential strategy for large-scale organizations seeking to enhance their interactions with customers, improve satisfaction, and foster long-term loyalty. As competitive pressures increase and customer expectations evolve, enterprises recognize the vital role of CRM systems in managing vast amounts of customer data, streamlining communication, and facilitating personalized marketing strategies.This review explores the implementation of CRM in large-scale organizations, focusing on keystrategies, challenges, benefits, and best practices. The integration of CRM systems involvestechnological, organizational, and human factors that must be comprehensively addressed toensure successful deployment and adoption. Studies have shown that CRM implementation canlead to improved customer retention, increased revenue, and operational efficiencies, but theseoutcomes depend significantly on how organizations align CRM initiatives with their businessgoals and culture. This paper synthesizes findings from various research efforts and case studies,emphasizing the importance of strategic planning, employee involvement, and technologicalcustomization in CRM projects. Additionally, the review highlights the roles of data qualitymanagement, user training, and continuous performance evaluation as critical success factors.By offering a detailed understanding of CRM implementation dynamics, this paper providesvaluable insights for practitioners and researchers interested in optimizing CRM applicationswithin extensive organizational settings.
Author: Palkar, Ruhan
Institution: North Eastern Hill University
Language: English
Subfield: Strategy and Management
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W7078734663
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