Journal of Managerial Sciences and Studies
Vol. 1 No. 3 (2023): December: Journal of Managerial Sciences and Studies

Cross-Functional Problems in the Customer Relationship Management Implementation of Relationship Marketing

Zainul Wasik (Department of Management, Faculty of Economics and Business, Airlangga University, Surabaya, Indonesia)
Sudarnice (Department of Management, Faculty of Economics and Business, University of Sembilanbelas November Kolaka, Indonesia.)
Muchammad Saifuddin (Management Department, Faculty of Economics and Islamic Business, Sunan Ampel State Islamic University, Surabaya.)

Article Info

Publish Date
30 Oct 2023

Abstract

The way businesses are structured has significantly changed as they transition from customer-based to product-based structures. The development of Customer Relationship Management, which is supported by the convergence of information systems and the creation of auxiliary software, is a major force behind this transition. It promises to dramatically enhance the application of relationship marketing principles. The three key issues that can help (or hurt) the growth of customer relationship management in the service industry are examined in this paper. These issues are organisational culture and communication, management metrics, and cross-functional integration, particularly between marketing and information technology.

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Journal Info
Journal of Managerial Sciences and Studies
Website

Abbrev

jomss

Publisher

Pt. Mawadaku Sukses Solusindo

Subject

Humanities Decision Sciences, Operations Research & Management Social Sciences

Description

ilmu manajemen seperti manajemen keuangan, industri, pemasaran, sumber daya manusia, penjaminan mutu, dan ilmu-ilmu sosial lainnya seperti sosiologi, komunikasi, dan administrasi. Jurnal ini secara khusus menyediakan forum bagi para peneliti untuk berdiskusi, mengejar dan mempromosikan pengetahuan ...