Relationship marketing and CRM essentially
motivate intellectual marketing, particularly for
those who can append conceptual and
methodological rigor of the domain. The CRM
field is extended into many fields, from marketing
to strategic decisions. In recent years CRM has
been made easy by the convergence of several
other paradigms of marketing and by corporate
initiatives that have expanded around the subject of
cooperation and the collaboration of organizational
units and their stakeholders, and consumers. From
an academic standpoint, an imperative issue is
whether CRM can become a well respected and
distinct discipline in marketing. Here, marketing as
a core concept is defined, and then CRM explained.
This item is broken into four categories, goals,
process and elements of CRM. One of the main
items in CRM is customer retention because CR is
one of the top targets of the CRM method.
Explanation of customer perceived value and
conceptual differences between satisfaction and
customer perceived value is provided. The reason
for all descriptions in this chapter is to respond to
research objectives and find effective parts for
customer retention in order to improve companies’
profits and increase their market and customer
share, concurrently. This part is not limited to a
definite structure; on the contrary, it covers a wide
area which should be considered by companies,
extensively. The next chapter highlights the most
effective points in this discussion which is mainly
abstracted from the literature review.