Customer Relationship Management Essay

11407 Words Sep 15th, 2013 46 Pages
DISSERTATION TITLE: EFFECTS OF CUSTOMER RELATIONSHIP MANAGEMENT

“I declare that the above work is my own and that the material contained herein has not been substantially used in any other submission for an academic award”.

WORD COUNT: 7621 words.

TITLE:

EFFECTS OF CUSTOMER RELATIONSHIP MANAGEMENT AT AVON TRINIDAD AND TOBAGO

ACKNOWLEDGEMENT

I completed my thesis study during my time spent at the School of Accounting and Management in the Anglia Polytechnic University (APU) program. My ability to accomplish my dissertation studies is due to the excellent arrangements that APU was capable of providing for
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Consequently, a great importance attached to this concept. This paper attempts to build an integrative configuration of the concept of customer relationship management highlighting its key components.

It also reviews, synthesizes and extends a critical literature on the subject. Additionally, the research methodology is a phenomenological paradigm consisting of the primary research which adopts an action research method. Also, secondary research was conducted to acquire other supplementary yet fundamental data. The data collection techniques adopted was questionnaires, interviews and observations were initiated to acquire the necessary data and result. This information provided an avenue for research conclusions and recommendations, which was derived from the critically analysed of the results that can assist the company in achieving a successful competitive advantage.

TABLE OF CONTENTS

CHAPTER 1 1. INRODUCTION 2 2. THE COMPANY PROFILE 3 3. ENVIRONMENTAL ANALYSIS 4 4. COMPETITIVE ANALYSIS 5 1.5 AVON TRINIDAD AND TOBAGO 5 1.6 OBJECTIVES 6 1.7 PURPOSE OF THE STUDY 6

CHAPTER 2 2.1 LITERATURE REVIEW 9 2.2 CUSTOMER RELATIONSHIP MANAGEMENT 9 2.3 OBJECTIVE

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