Innovations in Customer Relationship Management systems and their impact on business processes
Table of contents
Abstract 3
1. Introduction 4
1.1. Overview of the field 4
1.2. Goals of the CRM systems 4
1.3. Functions of the customer relationship management 5
1.4. Research questions and objectives 6
1.5. Relevance of the Research 8
2. Theoretical foundation 10
2.1. Preamble 10
2.2. Methods of the literature review 10
2.3. The history of CRM 11
2.4. Artificial intelligence in the customer relationship management systems 16
2.5. Cloud technologies in the customer relationship management systems 18
2.6. Deep personalization 20
2.7. Chat bots integration 21
2.8. Integration with the Internet of things 22
2.9. Mobile applications 23
2.10. Types of the customer relationship management systems 24
2.11. The development of the customer relationship management systems 25
2.12. Conclusion 27
3. Statement of the research questions 28
4. Methodology 33
4.1. Research Design 33
4.2. Data sources 33
4.3. Sample 34
4.4. Analysis methods 35
4.5. Anticipated results 39
5. Description of findings 40
5.1. Analysis results 40
5.2. Hypotheses testing and answering the research questions 46
6. Conclusion 49
6.1. Contribution of the results 50
6.2. Limitations 50
6.3. Future research 51
7. References 52
8. Appendixes 57
8.1. In-depth interview questions pattern (Russian) 57
8.2. Quantitative questionnaire example (Russian) 57
8.3. Usage of CRM graph 62
8.4. Ownage of external CRM graph 63
8.5. Popularity of innovations graph 64
8.6. Average score of each innovations graph 65
8.7. Average score for each parameter graph 65
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