A List Of Great Customer Relationship Management Dissertation Topics


At its core, customer relationship management (CRM) is a break with the past ways of marketing, where organisations focused exclusively on their products, and looked to “push” them out to customers through advertising. Instead, CRM brings attention to building “lifelong” relationships with customers, winning their loyalty (and share of wallet!) through understanding and meeting their needs. That said, all of the potential challenges and strategies have not been identified, and there is still more research and development required in the field. Here are our starting suggestions for some great dissertation topics in CRM that will further the state of the art and impress your professor.

  1. The concept of Customer Lifetime Value (CLV) is simple to identify in theory, but tricky to measure in practice. But just how accurate does the measure need to be to be useful? How can inaccuracies be compensated for?
  2. In the connected age, relationships more and more are crossing borders, be they physical, cultural, temporal, and so on. What are the special challenges to be noted for these border-crossings? Can relationships fail to translate?
  3. How do the different styles of interactions on the Internet (such as live chat and social networks) change how relationship marketers need to adapt their message and delivery?
  4. There is a broad array of key performance indicators that can be adopted in a CRM programme. Which are best correlated with business outcomes, such as profits or market share?
  5. The Internet enables new modes of work, such as sharing economies. How can peer-to-peer relationships be leveraged by businesses successfully?
  6. Customers can be integrated remarkably deeply into the product development process. Do firms risk disappointing the majority of their clients if vocal customers dominate these engagements?
  7. As CRM has gained in popularity, hundreds of vendors and service providers are promising the silver-bullet solutions. What should buyers of CRM solutions consider?
  8. CRM can result in favouritism as high value clients receive attention to the detriment of others. How can firms manage this problem?
  9. Are the techniques of CRM appropriate to other business structures, such as healthcare (serving patients) or government (serving citizens)? Or do the analogies of these with “customers” stray too far for the concept to be useful?
  10. How can the lessons of CRM be applied to other stakeholders, such as employees, vendors, or shareholders?

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