Abstract
A company with a strategic vision oriented towards business relationships seeks to adopt tools that help it achieve this goal. One of these tools could be Customer Relationship Management (CRM), which places the employee at the center of the organization, thus improving employee satisfaction and engagement. This, in turn, leads to optimized profitability and increased productivity in any type of business. Despite the existence of previous research on this topic, it is still necessary to deepen the analysis of the implications of the implementation of CRM tools.
Publisher
Eurasia Academic Publishing Group
Subject
Computer Networks and Communications,Computer Science Applications,Information Systems,Arts and Humanities (miscellaneous),History and Philosophy of Science,Artificial Intelligence
Reference29 articles.
1. Albrecht, K. (1992). Internal Customer Service. Editorial Granica.
2. Allen, N. J., & Meyer, J. P. (1990). The Measurement and Antecedents of Affective, Continuance, and Normative Commitment to the Organization. Journal of Occupational Psychology, 63(1), 1-18.
3. Araque-Jaimes, D. L., Sánchez-Estepa, J. M., & Uribe-R, A. F. (2017). Connection between internal marketing and organizational commitment in Colombian Technological Development Centers. Estudios Gerenciales, 33(142), 95-101. doi:10.1016/j.estger.2016.12.005.
4. Araque-Jaimes, D. L., Sánchez-Estepa, J. M., & Uribe-R, A. F. (2017). The Influence of Internal Marketing on Employee Engagement: A Research from the Marketing Relational Approach. Journal of Human Resources Management and Labor Studies, 5(1), 1-23.
5. Arosa Carrera, J. (2020). Marketing relacional: estrategias para fidelizar clientes. Editorial UOC.