Elements of The Components in CRM:

Relationship-Based Interfaces, An Emphasis on Quality, Measure Customer Satisfaction but Manage Customer Service, Invest in People, Maintaining Dialogue with Customers, Setting Realistic Targets and Assessing Performance


Principle:

Identifies the components in CRM


Issues:

Relationship based: act as small business


Applications:

To analyse the components important to implementation of CRM


Source of The Components in CRM:

(Donaldson & O’Tool, 2002)