This study comes with a lot of scientific benefits to existing literature and organizational practice. This is because the subject of customer relationship management that is being discussed is very crucial to the growth of all organization and businesses today. Indeed, the world will become a stagnant place to live in if businesses do not grow and so any research that aims at empowering the growth of businesses has a lot of scientific benefits. Secondly, this research would add a lot of knowledge to existing knowledge in the area of customer relationship management systems.
Especially as the system embeds the very principle of science and technology, the research would be headway to leaving permanent imprints in the field of technology as the whole world seeks to advance technology more and more to its advantage. A new dawn and era in customer relationship management will be created if this research is successfully completed because it would cause a major paradigm shift from the present state of the system to an era where organizations will not be lugging behind in the inevitable fast pace at which technological advancement is moving.
Finally, customers and consumers are going to benefit as much as organizations would do because the ultimate outcome of the research would be to improve the services given to them by businesses. Customers are going to have their rightful places in businesses as the lifeblood of businesses, without who businesses cannot survive.
It is sad to note therefore that regardless of the immense benefits of a research work of this nature, there is very little that has been done in the direction of customer relationship management system as far as researches are concerned. Research, and for that matter scientific research are known to be vital tools for changing the world towards the right direction (McLean, 2009, p. 99). Scientific research brings about new interventions for solving the some of the world’s most difficult problems and suggestions new ways of doing things. Researchers however seem to have given very little attention to customer relationship management system.
Two major reasons could be assigned to this development. First, there is little research in this field because researchers have not come to appreciate the immense importance of customer relationship management to businesses and individuals.
The Business Ball (2006, p. web) notes that the implementation of customer relationship management system helps in redirecting the focus of organizations from product to customer and also helps in “streamlining the offer to what the customer requires, not want the organization can make and finally highlighting competencies required for an effective CRM process.” Indeed if researchers had been up to date with these benefits, they would patronize researching into this field.
Lastly, there is little research in this field because researchers are not clear with the future of customer relationship management. The primary aim of this research for instance is to identify the impact of new media on customer relationship management systems in the light of an advanced world in the nearest future. As a matter of fact, it will take also visionary researchers who can read between the lines on what the future of the new media could be and its influence on customer relationship management system to be able to undertake a research of this nature. This is because researches that are targeted towards future predictions, forecasting and improvements require a lot of research and fore-thinking that will make conclusions of research valid and empirical (Business Balls, 2006, p. web).
It is in the light of this that lots of scientific researchers seem to have turned away from this area of research. Opening ourselves up for critical thinking and reasoning would however be the key to overcoming the situation.