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E-customer relationship management in the clothing retail shops in Zimbabwe

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dc.contributor.author Muruko, Muchaneta Enipha
dc.contributor.author Tsokota, Theo
dc.contributor.author Chipfumbu, Colletor Tendeukai
dc.date.accessioned 2014-09-02T15:03:57Z
dc.date.available 2014-09-02T15:03:57Z
dc.date.issued 2013-03
dc.identifier.issn 2230-9519 (Online) , 2230-2463 (Print)
dc.identifier.uri http://hdl.handle.net/11408/433
dc.description.abstract The aim of this study was to analyse and explore how the top four clothing retail outlets in Zimbabwe are using Electronic Customer. Relationship Management and ICT practices to enhance customer relationships. The results show that the channels that are used by clothing retail shops to communicate with their customers, include electronic mails, voice call facilities, traditional letters and personalised text messaging as well as websites. Customers select the mode of communication that is favourable to them when opening an account. The study recommends that retail shops in Zimbabwe should move to more sophiscicated eCRM and that the top management of the clothing retail outlets must fully involve themselves and support eCRM since top managers are the leaders and the strategy controllers. They must persuade their employees to have full attention and understanding of eCRM. The top management should lead their employees to the same direction of the company’s goal and vision of eCRM. The organization should also train their employees to have knowledge and ability to work on eCRM continuously and efficiently. en_US
dc.language.iso en en_US
dc.publisher Cosmic Journals en_US
dc.relation.ispartofseries International Journal of Management & Business Studies;
dc.subject Electronic customer relationship management en_US
dc.title E-customer relationship management in the clothing retail shops in Zimbabwe en_US
dc.type Article en_US


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