DOI: 10.5176/2251-2098_EMG05

Authors: Reza Allahyari Soeini, Ebrahim Fathalizade

Abstract:  Customer Relationship Management (CRM) is the concept that enterprises in current competitive market should apply. CRM is the process , strategies and techniques that help organizations to build long-term relationships wit their customers. In this paper we attention to CRM concept ,its steps and types of CRM that consist analytical, collaboration , strategic and operational .in the next section articles in the previous years are reviewed to identify the distribution of articles in the four dimension of CRM

Keywords: component; Customer relationship management, analytical, collaboration, strategic, operational


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