Improving Customer Relation Management through Information

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ACKNOWLEDGEMENT

I would like to take this chance for thanking my research facilitator, friends & family for support they provided & their belief in me as well as guidance they provided without which I would have never been able to do this research.



DECLARATION

I, (Your name), would like to declare that all contents included in this thesis/dissertation stand for my individual work without any aid, & this thesis/dissertation has not been submitted for any examination at academic as well as professional level previously. It is also representing my very own views & not essentially which are associated with university.

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Table of contents

ACKNOWLEDGEMENTii

DECLARATIONiii

CHAPTER 01: INTRODUCTION1

Background of the Study1

Aims and Objectives of the Study1

Research Questions1

Outline of the Study2

CHAPTER 02: LITERATURE REVIEW3

Customer Relationship Management3

Information Support in Relationship with Customers4

Management Relationship with Customers5

Customer Relationship as a Conceptual System6

Emotional Capabilities in Customer Relations8

Trust Development trough CRM9

CHAPTER 03: RESEARCH METHODOLOGY12

Data Collection Technique12

Research Design12

Search Technique13

Secondary Research14

Advantages of Secondary Research15

Disadvantages of Secondary Research15

Inclusion and Exclusion Criteria15

REFERENCES17



CHAPTER 01: INTRODUCTION

Background of the Study

An issue with Customer Relationship Management (CRM) as a modern business practice was simply that customer relationships, unlike employee relationships, were not managed, but were led. Leadership is an influence relationship among leaders and followers who intend real changes that reflect their mutual purposes and clearly distinguished between the natures of relationships that may be led, versus those that were managed. This study aims to identify the importance of information in managing customer relations and analyze the role of information in managing customer relations.

Aims and Objectives of the Study

Before starting on the course of the research, a researcher has to decide upon the aims and objectives of the research study, which would help the researcher in conducting the research. The aims and objectives act like a guide for the researcher through which the researcher can deduce research questions. The aims and objectives of this research study are as follows.

Identify the importance of information in managing customer relations.

Analyze the role of information in managing customer relations.

Research Questions

The research questions act like a guiding tool for a researcher in the duration of a research. A researcher devises the research questions from the aims and objectives of the research and; therefore, in the end, it helps the researcher in meeting its aims and objectives of the research. The guiding research questions of this research study are defined below.

What is the role of information in improving customer relation management?

How can supplier better manage its relation with customer through information?

Outline of the Study

To have a better insight into the overall structure of the dissertations & for the facilitation of the readers to have a clear understanding, the structure is as follows:

Chapter 01: provides a very broad but concise introduction & the background of the problem to be addressed for the readers, so that they could have an overview of the topic. The chapter also gives the objectives of the research & the research questions.

Chapter 02: provide very clear highlights of the theories that are ...