Factors Affecting Customer Relationship Management in Uzbekistan Telecommunication Industry

By combining the abilities to respond directly to customer requests and to provide the customer with a highly interactive, customized experience. companies have a greater ability today to establish, nurture, and sustain long-term customer relationships than ever before in telecommunication industry...

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Main Author:	Olimdjon, Elov
Format:	Thesis
Language:	eng eng
Published:	2012
Subjects:	HF5001-6182 Business
Online Access:	https://etd.uum.edu.my/3240/1/ELOV_OLIMDJON.pdf https://etd.uum.edu.my/3240/3/ELOV_OLIMDJON.pdf
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id	my-uum-etd.3240
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Acosta, Caroline Marinas
topic	HF5001-6182 Business
spellingShingle	HF5001-6182 Business Olimdjon, Elov Factors Affecting Customer Relationship Management in Uzbekistan Telecommunication Industry
description	By combining the abilities to respond directly to customer requests and to provide the customer with a highly interactive, customized experience. companies have a greater ability today to establish, nurture, and sustain long-term customer relationships than ever before in telecommunication industry in Uzbekistan. Data were collected through questionnaire and there were 100 respondents. Findings suggest that customer relationship management factors; customer needs and expectation, effective customers' performance, customer loyalty, and factors-that dissatisfy customers in telecommunication industry in Uzbekistan.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Olimdjon, Elov
author_facet	Olimdjon, Elov
author_sort	Olimdjon, Elov
title	Factors Affecting Customer Relationship Management in Uzbekistan Telecommunication Industry
title_short	Factors Affecting Customer Relationship Management in Uzbekistan Telecommunication Industry
title_full	Factors Affecting Customer Relationship Management in Uzbekistan Telecommunication Industry
title_fullStr	Factors Affecting Customer Relationship Management in Uzbekistan Telecommunication Industry
title_full_unstemmed	Factors Affecting Customer Relationship Management in Uzbekistan Telecommunication Industry
title_sort	factors affecting customer relationship management in uzbekistan telecommunication industry
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2012
url	https://etd.uum.edu.my/3240/1/ELOV_OLIMDJON.pdf https://etd.uum.edu.my/3240/3/ELOV_OLIMDJON.pdf
_version_	1747827528616116224
spelling	my-uum-etd.32402016-04-20T07:26:56Z Factors Affecting Customer Relationship Management in Uzbekistan Telecommunication Industry 2012-01 Olimdjon, Elov Acosta, Caroline Marinas Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5001-6182 Business By combining the abilities to respond directly to customer requests and to provide the customer with a highly interactive, customized experience. companies have a greater ability today to establish, nurture, and sustain long-term customer relationships than ever before in telecommunication industry in Uzbekistan. Data were collected through questionnaire and there were 100 respondents. Findings suggest that customer relationship management factors; customer needs and expectation, effective customers' performance, customer loyalty, and factors-that dissatisfy customers in telecommunication industry in Uzbekistan. 2012-01 Thesis https://etd.uum.edu.my/3240/ https://etd.uum.edu.my/3240/1/ELOV_OLIMDJON.pdf text eng validuser https://etd.uum.edu.my/3240/3/ELOV_OLIMDJON.pdf text eng public masters masters Universiti Utara Malaysia Blattberg,R.C. and Deighton,J. (1991). Interactive marketing: exploring the age of addressability. Sloan Management Review, 33(1), 5-14. Berry,L.L. (1983).Relationship marketing", in Berry, L.L., Shostack, G.L. and Upah, G.D.(Eds), Emerging Perspectives on Services Marketing. American Marketing Association, 25-8. Burnett K (2001). The Handbook of Key Customer Relationship Management, Pearson Education. Casey Gollan, (2006). Problems in CRM Computer and Technology. Retrieve from : www.ezinearticles.com. Chan J 0 (2005). Toward a Unified View of Customer Relationship Management. Journal of American Academy of Rusiness, 6(1), 32-38. Day,G.S. (2003). Creating a superior customer-relating capability. MIT Sloan Management Review, 44(3), 77-82. Fox,T. and Stead,S. (2001).Customer Relationship Management: Delivering the Benefits, White Paper. CRM (UK) and SECOR Consulting, New Maiden. Gartner Inc. (2004).Reaping Business Rewards From CRM: From Changing the Vision to Measuring the Benefits, p.368, Gartner Press. Gordon I (2002), "Best Practices: Customer Relationship Management", Ivey Business Journal, Vol.67, No.2, pp.1-6. Gummesson,E. (2002). Relationship marketing in the new economy, Journal of Relationship Marketing, 1(1), 37-57. Norton,L. (2002).'The Expanding Universe: Internet Adoption in the Arab Region. Retrieved 9/2/20 10, from www.worldmarkesanalvsis.com Parvatiyar,A. and Sheth,J.N. (2001).Conceptual framework of customer relationship management, in Sheth,JN., Parvatiyar, A. and Shainesh,G. (Eds). Customer Relationship Management: Emerging Concepts, Tools and Applications. New Delhi: Tata McGraw-Hill. Peppard,J. (2000). Customer Relationship Management (CRM) in Financial Services. European Management Journal, 18(3), 312-327. Peppers,D. and Rogers,M. (1993).The One to One Future: Building Re1ationships One Customer at a Time. New York,NY: Doubleday. Peppers,D. and Rogers,M. (1995). A new marketing paradigm: share of customer, not market share.Planning Review, 23(2), 14- 18. Peppers D and Rogers M (1997). Enterprise One to One: Tools for Competing in the Interactive Age. Currency Doubleday, New York, NY. Peppers,D., Rogers,M. and Dorf,R. (1999). Is Your Company Ready for One-to-one Marketing?", Harvard Business Review, Jan-Feb, 151-160. Payne. A. (2000). Customer relationship management. The CRM-Forum, available at: www-crmforum.com. Reichheld,F.F. and Sasser,W.E. (1990) Zero defections : quality comes to services. Harvard Business Review. 68(5), 105-111. Rigby D K and Ledingham D (2004).CRM Done Right. Harvard Business Review, 82(11), 118-129. Roberts M L, Liu R R, and Hazard K (2005), "Strategy, Technology and Organizational Alignment: Key Components of CRM Success", Journal of Database Marketing & Customer Strategy Management, Vol.12, No.4, pp.315-326. Storbacka,K., Strandvik,T. and Gro'nroos,C. (1994).Managing customer relationships for profit: the dynamics of relationship quality.International Journal of Service Industry Management. 5(5), 21-38. Thompson,E. and Moscardini,N. (2002).Gartner's CRM Vision: A Roadmap for Customer-Centric Transformation. Garthner Symposium ITXPO, San Diego, California, April 2002. Vavra,T.G. (1992). After marketing: How to Keep Customers for Life through Relationship Marketing.Business One-Irwin, Homewood, IL.

Factors Affecting Customer Relationship Management in Uzbekistan Telecommunication Industry

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