The Impact of CRM Technology in e-Commerce

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Focusing on the implementation of Customer Relationship Management (CRM), this book explores how modern firms can enhance customer relationships through technology and effective management strategies. It emphasizes the importance of personalized experiences and the shift from transactional approaches to relationship-oriented practices. Drawing from extensive research, the author illustrates how innovative managers prioritize trust and customer satisfaction, linking CRM systems to organizational change and the growth of e-commerce.