The Evolution of Customer Relationship Management (CRM): People, Process and Technology

Abstract

The purpose of this study is to examine the evolution of customer relationship management by examining people, process and technology factors. It is observed that changes in the understanding of customer relationship management have emerged due to the rapid changes in the world. In this context, it is important to examine the changes and developments observed in the understanding of customer relations, taking into account the factors of people, process and technology. The research was based on literature review and the proposals were presented and enriched. According to the findings, the progress in technology has made customer relationship management re-importance for businesses as a result of factors such as customers' changing behavior patterns, increasing competition and need of developing proactive strategies. At this point, proposals have been made for the successful management of customer relationships in the research.