Customer relationship management mechanisms: A systematic review of the state of the art literature and recommendations for future research |
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| Affiliation: | 1. Young Researchers and Elite Club, Tabriz Branch, Islamic Azad University, Tabriz, Iran;2. Department of Computer Engineering, Tabriz Branch, Islamic Azad University, Tabriz, Iran;1. Faculty of Computing, Universiti Teknologi Malaysia, 81310 Skudai, Johor, Malaysia;2. Advanced Informatics School, Universiti Teknologi Malaysia, 54100 Kuala Lumpur, Malaysia;3. Department of Computer Engineering, Lahijan Branch, Islamic Azad University, Lahijan, Iran;1. Center of Excellence in Analytics, Institute for Development and Research in Banking Technology, Castle Hills Road #1, Masab Tank, Hyderabad 500057, India;2. School of Computer & Information Sciences, University of Hyderabad, Hyderabad 500046, India;1. M.SC, Department of Executive Management, Payame Noor University, P.O.Box, 19395-3697, Tehran, Iran;2. Associate Professor, Department of Executive Management, Payame Noor University, P.O.Box, 19395-3697, Tehran, Iran;3. Associate Professor, Department of Management and accounting, Shahid Beheshti University, P.O.Box, 1983963113, Tehran, Iran;1. Faculty of Social Studies and Social Work, Campus de Teatinos (Ampliación), University of Malaga, 29071 Málaga, Spain;2. University of Leeds, United Kingdom;3. University of Granada, Spain |
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| Abstract: | In the information systems, customer relationship management (CRM) is the overall process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction with the goal of improving the business relationships with customers. Also, it is the strongest and the most efficient approach to maintaining and creating the relationships with customers. However, to the best of our knowledge and despite its importance, there is not any comprehensive and systematic study about reviewing and analyzing its important techniques. Therefore, in this paper, a comprehensive study and survey on the state of the art mechanisms in the scope of the CRM are done. It follows this goal by looking at five categories in which CRM plays a significant role: E-CRM, knowledge management, data mining, data quality and, social CRM. In each category, a couple of studies are presented and determinants of CRM are described and discussed. The major development in these five categories is reviewed and the new challenges are outlined. Also, a systematic literature review (SLR) in each of these five categories is provided. Furthermore, insights into the identification of open issues and guidelines for future research are provided. |
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| Keywords: | Information systems CRM Electronic Knowledge management Data mining Data quality |
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