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note i strictly report wrong answers ,attempt this Few published empirical studies have examined the design, implementation, and monitoring of customer relationship management (CRM)

note i strictly report wrong answers ,attempt this

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Few published empirical studies have examined the design, implementation, and monitoring of customer relationship management (CRM) programmes at a practical level. The article develops a single embedded case study onDagbladet Brsen(http://www.borsen.dk), the largest publisher of businessrelated materials in Scandinavia. The article first introduces the reader to the philosophy behind CRM. Following that, it considers key areas of a fouryear long CRM programme and offer insights into the procedure that has been developed by SJP (http://www.sjp.dk), the consulting firm that was brought in to assist. The procedure is organized around eight areas: commitment of senior management, situation report, analysis, strategy formulation, implementation, management development, employee involvement, and evaluation of loyaltybuilding processes. Over the fouryear long CRM programme,Dagbladet Brsenincreased its newspaper circulation by 40 per cent and advertising revenue by 50 per cent, while total revenue more than doubled.

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