IMPACTS OF CUSTOMER RELATIONSHIP MARKETING TO MARKETING PERFORMANCE

Nowadays Customer Relationship Marketing (CRM) has become an interesting term for companies in competitive markets. In this study, we consider the CRM as a strategy and try to understand: (1) What is CRM and especially in the context of transactional marketing, (2) How CRM creates marketing outcomes to deliver business objectives, (3) How to evaluate performance of CRM that related to activities of the companies. Finally, based on these studies we analysis activities of Apple & Samsung in mobile device field which present for 2 strategies are: CRM and transaction and different outcomes are created.

Key words: customer relationship marketing, customer loyalty

II.              Introduction:

1.     Definition of CRM:

According to Bateson (1995) relationship marketing is the union of customer services, quality and marketing. It emphasizes the importance of customer retention, establishing long-term relationships with customers, customer services, deliver commitment to the customers, increase levels of customer contact, and a concern for quality that transcends departmental boundaries and is the responsibility of everyone throughout the organization.

In short, CRM is about retaining customers by creating, maintaining and enhancing relationships with customers or the core of this strategy is customer-orientation.

The main objective of CRM is to get to know the customer as well as possible so as to help a company delivery better, more appropriate and higher added value to the customer. A strong relationship with customers is the key to their satisfaction, especially if this connection is established by recognizing customers’ needs. Moreover, CRM strategy is an integrated marketing approach with a very clear objective is customer loyalty so…

Please feel free to place an order for a similar paper and any other academic and professional writing task with us to receive a high quality plagiarism free work. We have numerous A+ papers in our database for you. We offer pocket friendly custom written essay to aid our customers in learning the tricks involved in writing custom papers and essays. Our insight is borrowed from all the papers we have written for other students all around the world-teaching students and other professionals the standards that have been set for custom written essays and papers all around the world. BestAcademicExperts.com is an international company, which is has gained acceptance to students all around the world due to their emphasis on custom written papers and custom written essays since they work on strict timelines and deliver the papers without fail as required by the customers. You can also contact us any time for assistance.