Abstract
The global competition for enterprises has been the significant issue for recent years. However, the customer needs are difficult to satisfy due to specialized characteristic of existing customers. A good CRM strategy may assist firms to earn advanced profits, increase customer perceived value, and acquire new customers. This research aims to provide a holistic framework based on two dimensions. The first dimension is the level of customer needs which is related to customer perceived value. The second value is the process of CRM; for instance, attracting, interacting, and retaining customers. This paper intends to: (1) identify the level of needs based on perceived value, (2) recognize the possible step of CRM processes, and (3) recommend an appropriate CRM e-service to a customer.
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Chang, WL., Wu, YX. (2010). A Framework for CRM E-Services: From Customer Value Perspective. In: Sharman, R., Rao, H.R., Raghu, T.S. (eds) Exploring the Grand Challenges for Next Generation E-Business. WEB 2009. Lecture Notes in Business Information Processing, vol 52. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-17449-0_24
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DOI: https://doi.org/10.1007/978-3-642-17449-0_24
Publisher Name: Springer, Berlin, Heidelberg
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