I. What is customer relationship management?
Customer satisfaction is related to perceptions of the firmÅfs involvement and responsiveness
Also to business appearance, reliability, assurance and trust
Horn, Feinberg and Salvendy. (2005). Determinant elements of customer relationship management in e-business.
CRM-Ebusiness Interaction attributes Customer attitude CRM goals
Tangible Reliable Responsive Empathic Secure Usable
Customer satisfaction Perceived quality Trust
Customer acquisition Customer retention Customer profitabilty
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