期刊名称：International Journal of Managing Value and Supply Chains
印刷版ISSN：2230-7966
电子版ISSN：0976-979X
出版年度：2013
卷号：4
期号：1
DOI：10.5121/ijmvsc.2013.4101
出版社：AIRCC
摘要：From cross comparison viewpoint, this study has been designed with the objectives of: first, to explore thekey influential aspects of CRM and second, to identify and critically discuss the current trends of CRMadoption.Tesco and Sainsbury's are two major retailers in the United Kingdom and taking these as thecase studies.This mixed method study has employed the in depth interview techniques with the use of semi-structured questions.Majorretailers in the United Kingdom have been adopting strategies and policies ofcustomer relationship management.Results have indicated that,effective CRM can influences positivelyand thus to ensure business growth and profitability. The Loyalty Card holders o f both Tesco andSainsbury's do not frequently shop at other retailers, responsiveness is the key factor for effective CRM,and newsletters sent to the customers are the most reliable way for information sharing
关键词：c;ustomer relations;hip management; impact; the Loyalty Card scheme; responsiveness;Tesco; Sainsbury's
