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The Role Of Customer Relationship In Office Technology Management (otm)
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1.7 THEORITICAL AND CONCEPTUAL FRAMEWORK OF THE STUDY
The
study shows a schematic representation of a process-oriented framework
that may help to facilitate successful implementation of a sustainable
Customer Relationship strategy. The framework links components of
Customer Relationship strategy with the key dimension of its
implementation. The rationale behind this step in the research process
is to examine the various Customer Relationship strategies, programmes
and methods that underpin Customer Relationship implementation amongst
Ofiice technology and management, and new theories in secretarial in
general, we need to look back and try to understand the evolution, roots
and foundations of knowledge. The researchers then used the analysis of
the historical background of relationship secretarial and the extant
definitions and conceptualization extracted from the literature as a
foothold from which to identify the components of Customer Relationship
that we regard as important when implementing a customer relationship
management programme. The concepts are derived from scholars such as:
Dwyer et al 1987, Gronroos (1990) and Morgan &Hunts. Donaldson and
O'Toole, (2002), Grossman, (1998); Chan and Ndubisi, (2004).
1.9 ORGANISATION OF STUDY
Chapter
one is an introduction to the research report. It contains background
information to the subject at hand and how information in the research
report will be organized. It highlights the research objectives,
objectives of the study, the relevance of the study and the scope of the
study.
Chapter two contains a review of the literature published in
the area of the study and provides an insight into relevant views and
trends that emerged in the area under consideration.
Chapter three details the methods used in the collection of data for the research work and analyzing data.
Chapter four involves the presentation of information from the data collected from survey respondent.
Chapter five looks at the summary of findings, conclusion and recommendation based on the findings.
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ABSRACT - [ Total Page(s): 1 ]Over the last decade, too many organizations have assumed that their products or services were so superior that customers would automatically keep coming back for more. But in order to compete effectively in today's marketplace, organizations must change their strategy to become more customer focused, not product focused. Customer Relationship is the best way to integrate this customer-facing approach throughout an organization. Aimed at understanding and anticipating the needs of an organizatio ... Continue reading---
