Journal of Contemporary Issues in Business Research

ISSN 2305-8277
Customer Relationship Management and Business Outcomes
Customer Relationship Management and Business Outcomes
Ganesh Pandit Pathak, 1 and Sarang Shankar Bhola2
Author Affiliations
  • 1 Rajiv Gandhi Business School
  • 2 Karmaveer Bhaurao Patil Institute of Management Studies and Research

  • Abstract

    Pharmaceutical companies use different strategies for business development. Role and importance of each strategy vary according to the purpose. Present paper deals with the opinion of medical representatives about impact of Customer Relationship Management (CRM) parameters on business outcomes. Researcher used 46 parameter and collected data on five point scale. After the factor analysis it has been analyzed that there are twelve component groups. The twelve components groups are labeled as ‘Logical Efforts’, ‘Upgraded Technology’, ‘Not Making Money’, ‘Profitable Trade’, ‘Association Follow-up’, ‘Prediction’, ‘Incessantly Track’, ‘Diverse Treatment’, ‘Motionless Stakeholder’, ‘Number Get In Touch With’, ‘Endorsement’. Each group extracted similar type of parameters. This factor analysis will help to develop CRM strategy.

    Keywords
    Pharmaceutical industry; Customer relationship management (CRM); Prescription; Medical representative; Business outcomes.

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    MLA
    Pathak, Ganesh Pandit and Sarang Shankar Bhola. "Customer Relationship Management and Business Outcomes." Journal of Contemporary Issues in Business Research 3.5 (2014): 226-239.
    APA
    Pathak, G. P., & Bhola, S. S. (2014). Customer Relationship Management and Business Outcomes. Journal of Contemporary Issues in Business Research , 3 (5), 226-239.
    Chicago
    Pathak, Ganesh Pandit, and Sarang Shankar Bhola. "Customer Relationship Management and Business Outcomes." Journal of Contemporary Issues in Business Research 3, no. 5 (2014): 226-239.
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    First published online before print: 2014
    Vol. 3, No. 5, 2014, pp. 226-239
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