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The concept of customer relationship management started in the early 1970s, when customer satisfaction was evaluated using annual surveys or by front-line asking. [6] At that time, businesses had to rely on standalone mainframe systems to automate sales, but the extent of technology allowed them to categorize customers in spreadsheets and lists.
Uplift modelling has applications in customer relationship management for up-sell, cross-sell and retention modelling. It has also been applied to political election and personalised medicine. Unlike the related Differential Prediction concept in psychology, Uplift Modelling assumes an active agent.
The Psychology of Management: The Function of the Mind in Determining, Teaching, and Installing Methods of Least Waste is a book written by Lillian Gilbreth which investigates the psychological aspects of scientific management, incorporating concepts of human relations and worker individuality into management principles.
Customer intelligence is a key component of effective customer relationship management (CRM), and when effectively implemented it is a rich source of insight into the behaviour and experience of a company's customer base. As an example, some customers walk into a store and walk out without buying anything.
The eCRM or electronic customer relationship management encompasses all standard CRM functions with the use of the net environment i.e., intranet, extranet and internet. Electronic CRM concerns all forms of managing relationships with customers through the use of information technology ( IT ).
Managerial psychology is a sub-discipline of industrial and organizational psychology that focuses on the effectiveness of individuals and groups in the workplace, using behavioral science. The purpose of managerial psychology is to aid managers in gaining a better managerial and personal understanding of the psychological patterns common among ...
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In psychology, a drive theory, theory of drives or drive doctrine [1] is a theory that attempts to analyze, classify or define the psychological drives. A drive is an instinctual need that has the power of driving the behavior of an individual; [2] an "excitatory state produced by a homeostatic disturbance".