Customer Loyalty Approach of CRM

Abstract

The review papers purpose is to explore the impact the organizational values, cultural traits, adaptability, involvement, consistency, and mission generate on CRM - customer relationship management, process, persons and technology. Further evaluation of the customer experience relationship with customer loyalty was elaborated, identified and explored the interrelationship that exists between customer loyalty and CRM, understanding the best pattern of guideline strategy to manage customer loyalty building experience. The hypotheses were made and the gathered data was examined by structural modeling process. The results indicated the organizational traits and culture clearly with involvement, consistency, adaptability, and mission, they have proved to creating a positive and remarkable impacts on the CRM components of process, people, and technology. The traits of organizational culture have various impact levels of implementation of CRM which were evaluated with respect to customer loyalty.