DocumentCode :
3403995
Title :
The impact of TQM and interactivity on retention process in CRM context
Author :
Faed, Alireza
Author_Institution :
DEBII, Curtin Univ. of Technol., Perth, WA, Australia
Volume :
1
fYear :
2010
fDate :
9-10 Oct. 2010
Firstpage :
35
Lastpage :
38
Abstract :
Total quality management is one of the outstanding tools emerged to help companies enhance the effectiveness and mostly concentrated in customer gratification. It is absolutely compatible in customer relationship environment. Customer retention has been one of the most significant phenomena in the work setting. Today, companies are challenging with each other, not only to win the customers also to grab the customers from each other in a secure and honest circumstance. Today, companies are encountering with mass of complaints, at the same time due to the complexity of business processes they suffer from lack of interactivity and they cannot retain their customer. In this paper, using TQM and interactivity within the CRM environment, we attempt to increase the level of customer retention. We then provide a secure environment for myriad transactions comprising virtual or physical exchanges; and diminish the level of customer complaints. We benefit from a conceptual framework to identify the problematic areas. We conclude this study with enhancement of customer satisfaction, profitability of the company as well as proper control over customers using conceptual framework.
Keywords :
customer satisfaction; profitability; quality management; CRM; business process; customer complaint; customer gratification; customer retention; customer satisfaction; myriad transaction; total quality management; Histograms; Navigation; Profitability; Customer relationship management; Interactivity; Retention; TQM; complaint management;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Future Information Technology and Management Engineering (FITME), 2010 International Conference on
Conference_Location :
Changzhou
Print_ISBN :
978-1-4244-9087-5
Type :
conf
DOI :
10.1109/FITME.2010.5655811
Filename :
5655811
Link To Document :
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