The preceding discussion from research frame
work, the central problem statement for this study
will be:
Which type of quality aspects and what conditions
are perceived by organizations in Malaysia to be
relevant to customer retention in the new economy
and market?
The problem is broken up into two research
questions:
1. Does CRM increase customer loyalty to the
organizations? Or which types of quality aspects
are relevant to CRM in the new economy?
2. Which organizational conditions are perceived to
be conducive in the context of CRM?
3. How essential is continuous value adding for
continuous improvement processes in
organizations?
4. What are the barriers to implementation of CRM
in the organizations?
5. Is it possible for organizations to remove these
barriers?