Understanding Customer Relationship Management Emerald

8/10/2019 Understanding Customer Relationship Management Emerald

1/27

Business Process Management JournalUnderstanding customer relationship management (CRM): People, process and

technologyInjazz J. Chen and Karen Popovich

Article in format ion:

To cite this document:Injazz J. Chen and Karen Popovich, (2003),"Understanding customer relationship management (CRM)",Business Process Management Journal, Vol. 9 Iss 5 pp. 672 - 688Permanent link to this document:http://dx.doi.org/10.1108/14637150310496758

Downloaded on: 06 October 2014, At: 12:13 (PT)

References: this document contains references to 49 other documents.

To copy this document: [email protected]

The fulltext of this document has been downloaded 52147 times since 2006*

Users who downloaded this article also downloaded:

Christopher Bull, (2003),"Strategic issues in customer relationship management (CRM) implementation",Business Process Management Journal, Vol. 9 Iss 5 pp. 592-602

Yurong Xu, David C. Yen, Binshan Lin, David C. Chou, (2002),"Adopting customer relationshipmanagement technology", Industrial Management & Data Systems, Vol. 102 Iss 8 pp. 442-452

E.W.T. Ngai, (2005),"Customer relationship management research (1992#2002): An academic literaturereview and classification", Marketing Intelligence & Planning, Vol. 23 Iss 6 pp. 582-605

Access to this document was granted through an Emerald subscription provided by 499871 []

For Authors

If you would like to write for this, or any other Emerald publication, then please use our Emerald forAuthors service information about how to choose which publication to write for and submission guidelineare available for all. Please visit www.emeraldinsight.com/authors for more information.

About Emerald www.emeraldinsight .com

Emerald is a global publisher linking research and practice to the benefit of society. The companymanages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well asproviding an extensive range of online products and additional customer resources and services.

Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committeeon Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archivepreservation.

*Related content and download information correct at time of download.
http://dx.doi.org/10.1108/14637150310496758


2/27

Understanding customer

relationship management(CRM)People, process and technology

Injazz J. Chen and Karen PopovichDepartment of Operations Management and Business Statistics,

College of Business Administration, Cleveland State University,Cleveland, Ohio, USA

KeywordsCustomer relations, Business process re-engineering, Relationship marketing,

Integration

AbstractCustomer relationship management (CRM) is a combination of people, processes andtechnology that seeks to understand a companys customers. It is an integrated approach tomanaging relationships by focusing on customer retention and relationship development. CRM hasevolved from advances in information technology and organizational changes in customer-centric

processes. Companies that successfully implement CRM will reap the rewards in customer loyaltyand long run profitability. However, successful implementation is elusive to many companies,mostly because they do not understand that CRM requires company-wide, cross-functional,customer-focused business process re-engineering. Although a large portion of CRM is technology,viewing CRM as a technology-only solution is likely to fail. Managing a successful CRMimplementation requires an integrated and balanced approach to technology, process, and people.

1. IntroductionIn the mid-twentieth century, mass production techniques and mass marketingchanged the competitive landscape by increasing product availability forconsumers. However, the purchasing process that allowed the shopkeeper andcustomer to spend quality time getting to know each other was alsofundamentally changed. Customers lost their uniqueness, as they became anaccount number and shopkeepers lost track of their customers individualneeds as the market became full of product and service options. Manycompanies today are racing to re-establish their connections to new as well asexisting customers to boost long-term customer loyalty. Some companies arecompeting effectively and winning this race through the implementation ofrelationship marketing principles using strategic and technology-basedcustomer relationship management (CRM) applications.

CRM technology applications link front office (e.g. sales, marketing andcustomer service) and back office (e.g. financial, operations, logistics andhuman resources) functions with the companys customer touch points(Fickel, 1999). A companys touch points can include the Internet, e-mail, sales,direct mail, telemarketing operations, call centers, advertising, fax, pagers,

The Emerald Research Register for this journal is available at The current issue and full text archive of this journal is available at

http://www.emeraldinsight.com/researchregister http://www.emeraldinsight.com/1463-7154.htm

BPMJ9,5

672

Business Process ManagementJournalVol. 9 No. 5, 2003pp. 672-688q MCB UP Limited1463-7154DOI 10.1108/14637150310496758


3/27

stores, and kiosks. Often, these touch points are controlled by separateinformation systems. CRM integrates touch points around a common view ofthe customer (Eckerson and Watson, 2000). Figure 1 demonstrates therelationship between customer touch points with front and back officeoperations.

In some organizations, CRM is simply a technology solution that extendsseparate databases and sales force automation tools to bridge sales andmarketing functions in order to improve targeting efforts. Other organizationsconsider CRM as a tool specifically designed for one-to-one (Peppers andRogers, 1999) customer communications, a sole responsibility of sales/service,call centers, or marketing departments. We believe that CRM is not merelytechnology applications for marketing, sales and service, but rather, when fullyand successfully implemented, a cross-functional, customer-driven,technology-integrated business process management strategy that maximizes

relationships and encompasses the entire organization (Goldenberg, 2000). ACRM business strategy leverages marketing, operations, sales, customerservice, human resources, R&D and finance, as well as information technologyand the Internet to maximize profitability of customer interactions. Forcustomers, CRM offers customization, simplicity, and convenience forcompleting transactions, regardless of the channel used for interaction(Gulati and Garino, 2000).

CRM initiatives have resulted in increased competitiveness for manycompanies as witnessed by higher revenues and lower operational costs.Managing customer relationships effectively and efficiently boosts customersatisfaction and retention rates (Reichheld, 1996a, b; Jackson, 1994; Levine,

1993). CRM applications help organizations assess customer loyalty andprofitability on measures such as repeat purchases, dollars spent, andlongevity. CRM applications help answer questions such as What products orservices are important to our customers? How should we communicate with ourcustomers? What are my customers favorite colors or what is my customerssize? In particular, customers benefit from the belief that they are saving timeand money as well as receiving better information and special treatment(Kassanoff, 2000). Furthermore, regardless of the channel or method used tocontact the company, whether it is the Internet, call centers, salesrepresentatives, or resellers, customers receive the same consistent and

efficient service (Creighton, 2000). Table I provides a brief overview of some ofthe benefits that CRM offers by sharing customer data throughout theorganization and implementing innovative technology.

With much success, software vendors such as Oracle, SAP, PeopleSoft,Clarify, SAS, and Siebel are racing to bring off-the-shelf CRM applications toorganizations. Many of these are the vendors responsible for developingenterprise resource planning (ERP) systems. AMR Research estimates that theCRM market will top $16.8 billion by 2003 (Tiazkun, 1999).

UnderstandingCRM

673


4/27

Figure 1.CRM applications,supported by ERP/datawarehouse, link frontand back office functions

BPMJ9,5

674
http://emerald-prod.literatumonline.com/action/showImage?doi=10.1108/14637150310496758&iName=master.img-001.jpg&w=306&h=518


5/27

While there are many compelling reasons to consider a CRM strategy, cautionand careful analysis is prudent. Hackney (2000) warns that although CRMsoftware vendors may entice organizations with promises of all-powerful

applications, to date there is no 100 percent solution. Possible risks such asproject failure, inadequate return on investment, unplanned project budgetrevisions, unhappy customers, loss of employee confidence, and diversion ofkey management time and resources must be well thought out (Schweigert,2000). In one example, a large telecommunications company rolled out a majorCRM application to more than 1,000 sales reps in late 1999, at a cost of $10,000per user, only to find a year later that fewer than 100 were using the system(Patton, 2001). Recent surveys further reveal that the average investment inCRM applications is $2.2 million dollars (CIO Research Reports, 2002), and thatCRM implementation failure rate is as high as 65 percent (Apicella et al., 1999).

It is becoming increasingly clear that stalled or failed CRM projects are often

the result of companies lacking a thorough understanding of what CRMinitiatives entail. Thus, this paper first presents the evolution of CRM to facilitatethe comprehension of the implementation issues. It then sets out to explore theunderlying critical components that can enable (or hinder) the successfulimplementation of CRM initiatives. A CRM implementation model thatintegrates the three key dimensions of people, process, and technology withinthe context of an enterprise-wide customer-driven, technology-integrated,cross-functional organization is proposed in Figure 2. The essential roles ofthese three dimensions are further elaborated in the subsequent sectionsfollowing the evolution of CRM.

2. CRM evolutionCustomer relationship management itself is not a new concept but is nowpractical due to recent advances in enterprise software technology. Anoutgrowth of sales force automation (SFA) tools, CRM is often referred to in theliterature as one-to-one marketing (Peppers and Rogers, 1999). SFA softwareautomates routine tasks such as tracking customer contacts and forecasting.The goal of SFA is to allow the sales force to concentrate more on selling and

Customer data sharing throughout theorganization resulting in: CRM innovative technology:

Superior levels of customer serviceOpportunities for cross-selling and up-sellingVast information about customers habits and

preferencesIntegrated and complete view of the customerImproved targeting to segments and individual

customersEfficient call centers/service centers

Extends capability to the customer forself-service and Internet applications

Attracts existing and new customers throughpersonalized communications and improvedtargeting

Integrates customer and supplier relationshipsConstructs metrics to analyze common and

unique customer patternsTable I.

CRM benefits

UnderstandingCRM

675


6/27

less on administrative tasks. It should be noted, however, that CRM also has itsroots in relationship marketing which is aimed at improving long runprofitability by shifting from transaction-based marketing, with its emphasison winning new customers, to customer retention through effectivemanagement of customer relationships (Christopher et al., 1991). Thus, CRMis a more complex and sophisticated application that mines customer data thathas been pulled from all customer touch points, creating a single andcomprehensive view of a customer while uncovering profiles of key customersand predicting their purchasing patterns. Technology that tracks and analyzescustomer behavior allows companies to easily identify the best customers andfocus marketing efforts and reward those who are likely to buy often.Acquiring a better understanding of existing customers allows companies tointeract, respond, and communicate more effectively to significantly improveretention rates.

Innovations in technology, competitive environments, and the Internet are

just several factors that make one-to-one initiatives a reality. Companies candevelop these relationships to customize the shopping experience, betterpredict online buying patterns, entice customers with special offers or services,evaluate the economic advantage of each customer, and build long-termmutually beneficial relationships. The following examples highlight some ofthe benefits of CRM applications.

Ritz-Carlton, an upscale chain of hotels, records guest preferences gleanedfrom conversation with customers during their stay and uses them to tailor the

Figure 2.A CRM implementationmodel

BPMJ9,5

676


7/27

services that customers receive on their next visit at any other Ritz-Carlton inthe world. Requests for items such as hypoallergenic pillows and additionaltowels are recorded for future use so that personalized goods and services canbe added for repeat customers. Mining customer data allowed Bank One tosignificantly reduce turnover among its most profitable small businesscustomers by assigning dedicated account managers (Conlon, 1999). Theservice industry, however, is not the only industry to harness people, process,and technology to manage resilient customer relationships. Dell ComputerCorporation exemplifies CRM success by combining IT with front and backoffice operations. Every PC that Dell manufactures is already sold. From theInternet, Dell customers are able to configure their own system, from thousandsof hardware and software combinations, with an easy-to-use ordering systemthat provides delivery dates as well as progress updates.

3. The technology factorInformation technology (IT) has long been recognized as an enabler to radicallyredesign business processes in order to achieve dramatic improvements inorganizational performance (Davenport and Short, 1990; Porter, 1987). ITassists with the re-design of a business process by facilitating changes to workpractices and establishing innovative methods to link a company withcustomers, suppliers and internal stakeholders (Hammer and Champy, 1993).CRM applications take full advantage of technology innovations with theirability to collect and analyze data on customer patterns, interpret customerbehavior, develop predictive models, respond with timely and effectivecustomized communications, and deliver product and service value to

individual customers. Using technology to optimize interactions withcustomers, companies can create a 360 degree view of customers to learn frompast interactions to optimize future ones (Eckerson and Watson, 2000).

Innovations in network infrastructure, client/server computing, andbusiness intelligence applications are leading factors in CRM development.CRM solutions deliver repositories of customer data at a fraction of the cost ofolder network technologies. CRM systems accumulate, store, maintain, anddistribute customer knowledge throughout the organization. The effectivemanagement of information has a crucial role to play in CRM. Information iscritical for product tailoring, service innovation, consolidated views ofcustomers, and calculating customer lifetime value (Peppard, 2000). Amongothers, data warehouses, enterprise resource planning (ERP) systems, and theInternet are central infrastructures to CRM applications.

3.1 Data warehouse technologyA data warehouse is an information technology management tool that givesbusiness decision makers instant access to information by collecting islands ofcustomer data throughout the organization by combining all database and

UnderstandingCRM

677


8/27

operational systems such as human resources, sales and transaction processingsystems, financials, inventory, purchasing, and marketing systems. Specifically,data warehouses extract, clean, transform, and manage large volumes of datafrom multiple, heterogeneous systems, creating a historical record of allcustomer interactions (Eckerson and Watson, 2000). The abilities to view andmanipulate set data warehouses apart from other computer systems. Constantlyextracting knowledge about customers reduces the need for traditionalmarketing research tools such as customer surveys and focus groups. Thus, it ispossible to identify and report by product or service, geographic region,distribution channel, customer group, and individual customer (Story, 1998).Information is then available to all customer contact points in the organization.

Data warehousing technology makes CRM possible because it consolidates,correlates and transforms customer data into customer intelligence that canused to form a better understanding of customer behavior. Customer data

includes all sales, promotions, and customer service activities (Shepard et al.,1998). In addition to transaction details, many other types of data generatedfrom internal operations can make significant contributions. Informationrelated to billing and account status, customer service interactions, back orders,product shipment, product returns, claims history, and internal operating costsall can improve understanding of customers and their purchasing patterns. Theability of a data warehouse to store hundreds and thousands of gigabytes ofdata make drill-down analysis feasible as well as immediate. A corporateawareness survey conducted jointly by Cap Gemini and International DataCorporation (1999) found that 70 percent of US firms and 64 percent ofEuropean firms plan on building a data warehouse to support their CRM

projects. SAS Corporation, a significant player in the data warehouse industry,has recently teamed with Peppers and Rogers Group to provide CRMResource, a weekly guide on industry-focused CRM. A brief outline oforganizational benefits with a data warehouse are:

. accurate and faster access to information to facilitate responses tocustomer questions;

. data quality and filtering to eliminate bad and duplicate data;

. extract, manipulate and drill-down data quickly for profitability analysis,customer profiling, and retention modeling;

. advanced data consolidation and data analysis tools for higher level

summary as well as detailed reports; and. calculate total present value and estimate future value of each and every

customer.

3.2 Enterprise resource planning (ERP) systemsEnterprise resource planning (ERP), when successfully implemented, links allareas of a company including order management, manufacturing, human

BPMJ9,5

678


9/27

resources, financial systems and distribution with external suppliers andcustomers into a tightly integrated system with shared data and visibility(Chen, 2001). An overview of ERP systems is provided in Figure 3. Majorenterprise systems vendors, who have been successful in the ERP market, aregearing up for the growing needs of CRM by aggressively forming allianceswith, or taking over other software companies that have been operating in theCRM market. For example, J.D. Edwards entered into a deal with Seibel, aleading CRM company, in May 1999 and subsequently shut down its in-housesales force automation team. Peoplesoft acquired Vantives CRM software inOctober 1999 to integrate with its own ERP systems. Through mySAPinitiatives, users of SAP R/3 system can add Web-based CRM and SCMfunctions while leaving the core R/3 system intact (Xenakis, 2000). Oracle hastaken the most drastic steps in forming a new bond between ERP and CRM.The new flagship ERP/CRM software package, called 11i, is heavily Internet

oriented and allows users to seamlessly implement modules of CRM with asmaller ERP suite (Sweat, 2000).Significant differences exist between ERP technology and CRM

applications. ERP serves as a strong foundation with tightly integrated backoffice functions while CRM strives to link front and back office applications tomaintain relationships and build customer loyalty. ERP systems promise tointegrate all functional areas of the business with suppliers and customers.CRM promises to improve front office applications and customer touch pointsto optimize customer satisfaction and profitability. While ERP systems addressfragmented information systems, CRM addresses fragmented customer data.CRM applications are Web-enabled and designed to extend the data mining

capabilities of ERP throughout the supply chain to customers, distributors, andmanufacturers (Scannell, 1999). Organizations can use CRM analyticalcapabilities to predict and answer key business questions on customerintelligence and share the results across channels. Although ERP is notrequired for CRM, providing customers, suppliers, and employees withWeb-based access to systems through CRM will only be beneficial if theunderlying infrastructure, such as data warehouses and/or ERP, exists(Solomon, 2000). Companies with an ERP system, however, need to understandwhere they are in the implementation process, as well as assess where othertechnologies, such as data warehouses, fit in before plunging into CRMapplications (Saunders, 1999).

3.3 Impact of the InternetThe explosive growth of the Internet has also brought new meaning to buildingcustomer relationships. Greater customer access to the organization, such asonline ordering and around the clock operations, has set the stage for a shiftingparadigm in customer service. A recent report describes how successful Websites are in building lasting relationships with e-customers by offering

UnderstandingCRM

679


10/27

Figure 3.An overview ofERP systems

BPMJ9,5

680


11/27

services in traditionally impossible ways (Peppers and Rogers, 2000). Using aseries of richly detailed case studies, they also contended that in the broadarena of business-to-business commerce, organizations would rise or fall on thebasis of their capabilities to cultivate one-to-one relationships with theircustomers (Peppers and Rogers, 2001). Customers expect organizations toanticipate their needs and provide consistent service at levels above theirexpectations. In return, customers are loyal to the organization for longerperiods of time. For instance, the American Airlines Web site buildscustomized customer views in real time allowing two million frequent fliers tohave a unique experience each time they log on (Peppers and Rogers, 1999).Prior to the Internet, there was not a cost-effective way to tell millions ofcustomers fitting a certain profile about an immediately available special fare.With the interactive capability of the Internet, American Airlines can doexactly that without having to tell everyone about every special fare. As a part

of CRM, American Airlines offers loyal customers promotional fares andspecial discounts to partner businesses based on individual customerpreferences.

4. Business process changesNot long ago, companies with efficient facilities and greater resources were ableto satisfy customer needs with standardized products, reaping advantagesthrough productivity gains and lower costs. Mass marketing and massproduction were successful as long as customers were satisfied withstandardized products. As more firms entered the market, mass marketingtechniques, where the goal was to sell what manufacturing produced, started tolose effectiveness. Target marketing, or segmentation, shifted a companysfocus to adjusting products and marketing efforts to fit customer requirements.Changing customer needs and preferences require firms to define smaller andsmaller segments.

It has become well known that retaining customers is more profitable thanbuilding new relationships. Consequently, relationship marketing wasdeveloped on the basis that customers vary in their needs, preferences,buying behavior, and price sensitivity. Therefore, by understanding customerdrivers and customer profitability, companies can better tailor their offerings tomaximize the overall value of their customer portfolio. In his seminal study,

Reichheld (1996a, b) has documented that a 5 percent increase in customerretention resulted in an increase in average customer lifetime value of between35 percent and 95 percent, leading to significant improvements in companyprofitability.

Customer relationship marketing techniques focus on single customers andrequire the firm to be organized around the customer, rather than the product.Customer-centric organizations seamlessly integrate marketing and otherbusiness processes to serve customers and respond to market pressures. Firms

UnderstandingCRM

681


12/27


13/27

Figure 4.Changing marketing

strategies

UnderstandingCRM

683


14/27

The goals of a customer-centric model are to increase revenue, promotecustomer loyalty, reduce the cost of sales and service, and improve operations.Optimizing customer relationships requires a complete understanding of allcustomers; profitable as well as non-profitable, and then to organize businessprocesses to treat customers individually based on their needs and their values(Renner, 2000). Within the paradigm of business process re-engineering,Al-Mashari and Zairi (1999) offer a holistic view of success and fail factors.Specifically, change management, management support, organizationalstructure, project management, and information technology were highlighted.Companies considering CRM implementation can also benefit from addressingthese five BPR issues.

5. People changesImplementation of enterprise technology, such as CRM and ERP, requires

changes to organizational culture (Al-Mashari and Zairi, 2000). While bothtechnology and business processes are both critical to successful CRMinitiatives, it is the individual employees who are the building blocks ofcustomer relationships. There are several underlying dimensions surroundingmanagement and employees that successful CRM implementations require.

Top management commitment is an essential element for bringing aninnovation online and ensuring delivery of promised benefits. Topmanagement commitment, however, is much more than a CEO giving his orher blessing to the CRM project. Customer-centric management requires topmanagement support and commitment to CRM throughout the entire CRMimplementation. Without it, momentum quickly dies out. Furthermore, topmanagement should set the stage in CRM initiatives for leadership, strategicdirection and alignment of vision and business goals (Herington and Peterson,2000). This view was reinforced in a recent META Group Report (1998) thatsingled out top management support and involvement as a key success factorfor CRM implementations.

As in most major change efforts, objections and disagreement amongvarious functional departments that arise in the process of businessreengineering and CRM implementation can only be solved through personalintervention by top management, usually resulting in changes to corporateculture. The META Group Report (1998) concluded that investing in CRM

technology without a customer oriented cultural mindset is like throwingmoney into a black hole. Dickie (1999) also warns against starting a CRMproject if senior management does not fundamentally believe in re-engineeringa customer-centric business model.

CRM projects require full-time attention of the implementation project teamwith representatives from sales, marketing, manufacturing, customer services,information technology, etc. Cap Gemini and IDC found that top managementand marketing and sales management are generally the initiators of a corporate

BPMJ9,5

684


15/27

CRM project (1999). In addition, project teams require not only sponsorship bytop management but also a project champion that can persuade topmanagement for continuous change efforts (Al-Mashari and Zairi, 1999). Ingeneral, project teams assist companies to integrate their core businessprocesses, combine related activities, and eliminate the ones that dont addvalue to customers.

A functional organization often takes ownership of customer data. Manydepartments and individuals see customer handling as a sales or marketingfunction, and regard the release of their data to another function as a loss ofpower. A customer-centric model requires sharing the data enterprise-wide; thisusually requires a fundamental paradigm shift in the culture to sharinginformation and knowledge. Especially in organizations where tradition hasestablished separate goals and objectives, top management must not take apassive role in change efforts. Silo-based organizational myopia must be replaced

with a customer-focus so departments will collaborate rather than compete witheach other. Many of these changes efforts can be aided by effectivecommunication throughout the entire project and reaching all levels of employees.

CRM initiatives require vision and each and every employee mustunderstand the purpose and changes that CRM will bring. Re-engineering acustomer-centric business model requires cultural change and the participationof all employees within the organization. Some employees may opt to leave;others will have positions eliminated in the new business model. Successfulimplementation of CRM means that some jobs will be significantly changed.Management must show its commitment to an ongoing company-wideeducation and training program. In addition to enhancing employee skills and

knowledge, education boosts motivation and commitment of employee andreduces employee resistance. Additionally, management must ensure that jobevaluations, compensation programs, and reward systems are modified on abasis that facilitate and reward customer orientation. After all, how people aremeasured will determine their behavior.

6. ConclusionSomewhere along the turn of the twentieth century, buyers and sellers lost theirintimate relationships. Prior to the Industrial Revolution, sellers knew theircustomers, many times by name, and generally understood their needs. Mass

production built a wall between buyers and sellers where the main concept wasto find customers for standardized products. Customers are more empoweredtoday than ever before and the Internet is accelerating the trend toward greatercustomer empowerment. CRM applications attempt to focus on the customerfirst, specifically one customer at a time, to build a long-lasting mutuallybeneficial relationship.

Customer relationship management is a comprehensive approach thatpromises to maximize relationships with all customers, including Internet or

UnderstandingCRM

685


16/27

e-customers, distribution channel members, and suppliers. Getting to knoweach customer through data mining techniques and a customer-centricbusiness strategy helps the organization to proactively and consistently offer(and sell) more products and services for improved customer retention andloyalty over longer periods of time. Peppers and Rogers (1999) refer to this asmaximizing lifetime customer share, resulting in customer retention andcustomer profitability. On the other hand, advanced customer data analysisalso allows a company to identify the customers it does not want to serve.Beside the technological advances, CRM initiatives represent a fundamentalshift in emphasis from managing product portfolios to managing portfolios ofcustomers, necessitating changes to business process and people. Ascompanies start to re-engineer themselves around customers, individualemployees must also come to terms with changing business process,organizational culture and, thus, the ways they view their customers and how

they treat them.Organizations today must focus on delivering the highest value to customersthrough better communication, faster delivery, and personalized products andservices. Since a large percentage of customer interactions will occur on theInternet rather than with employees (Bultema, 2000), technology must adapt tothe changing and unpredictable market. Organizations that implement CRMand e-business applications will have the greatest gains (Lange, 1999). Thefuture of CRM is e-relationship management or eRM that will synchronizecross-channel relationships (Saunders, 1999). It is also envisioned as ane-partnering ecosystem with a complex network of partners that operate asan interconnected whole, spanning entire markets and industries (Creighton,

2000; Siebel, 2001).CRM implementations and the changing effect of the Internet offer abundant

research opportunities. The identification of some implementation issues in thisstudy raises several important research questions. In particular, what are theroles of suppliers and supply chain partners in CRM? How does e-CRMstrategies affect brick and mortar companies? What business processes,integration challenges, and organization structures are common throughoutsuccessful CRM implementations? Research in these areas will contribute tobuilding thriving customer relationships and long-term corporate survival.Years of academically researched topics of relationship marketing andcustomer retention are now practical and cost-effective to implement due to

emerging technology. It is time to put academic theories to practice.

References

Al-Mashari, M. and Zairi, M. (1999), BPR implementation process: an analysis of key successand failure factors,Business Process Management Journal, Vol. 5 No. 1, pp. 87-112.

Al-Mashari, M. and Zairi, M. (2000), The effective application of SAP R/3: a proposed model ofbest practice, Logistics Information Management, Vol. 13 No. 3, pp. 156-66.

BPMJ9,5

686
http://emerald-prod.literatumonline.com/action/showLinks?system=10.1108%2F14637159910249108http://emerald-prod.literatumonline.com/action/showLinks?system=10.1108%2F09576050010326556http://emerald-prod.literatumonline.com/action/showLinks?system=10.1108%2F09576050010326556http://emerald-prod.literatumonline.com/action/showLinks?system=10.1108%2F14637159910249108


17/27

Anton, J. (1996),Customer Relationship Management: Making Hard Decision with Soft Numbers,Prentice-Hall, Englewood Cliffs, NJ.

Apicella, M., Mitchell, K. and Dugan, S. (1999), Customer relationship management: ramping upsales service, InfoWorld, Vol. 21 No. 33, pp. 68-80.

Bultema, P. (2000), Getting the big picture on operational CRM, Proceedings of DCI CustomerRelationship Management Conference, Boston, MA, 27-29 June.

Cap Gemini and International Data Corporation (1999), Customer Relationship Management: theChanging Economics of Customer Relationship, White Paper prepared by Cap Gemini andInternational Data Corporation.

Chen, I.J. (2001), Planning for ERP systems: analysis and future trend, Business ProcessManagement Journal, Vol. 7 No. 5, pp. 374-86.

Christopher, M., Payne, A. and Ballantyne, D. (1991), Relationship Marketing,Butterworth-Heinemann, Oxford.

CIO Research Reports (2002), CRM: are companies buying it?, CIO Magazine, Vol. 15 No. 1.

Conlon, G. (1999), Growing sales from existing customers, Sales and Marketing Management,

Vol. 15 No. 11, p. 135.Couldwell, C. (1998), A data day battle, Computing, 21 May, pp. 64-6.

Creighton, S. (2000), Partnering for success to the e-business world, in Proceedings of DCICustomer Relationship Management Conference, Boston, MA, 27-29 June.

Davenport, T.H. and Short, J.E. (1990), The new industrial engineering: information technologyand business process design,Sloan Management Review, Vol. 31 No. 4, pp. 11-27.

Dickie, J. (1999), Why CRM projects fail, CRM Journal, online article available at: www.crmcommunity.com

Eckerson, W. and Watson, H. (2000),Harnessing Customer Information for Strategic Advantage:Technical Challenges and Business Solutions, special report, The Data WarehousingInstitute, Chatsworth, CA.

Fickel, L. (1999), Know your customer, CIO Magazine, Vol. 12 No. 21, pp. 62-72.Goldenberg, B. (2000), What is CRM? What is an e-customer? Why you need them now, in

Proceedings of DCI Customer Relationship Management Conference, Boston, MA, 27-29June.

Gulati, R. and Garino, J. (2000), Get the right mix of bricks & clicks, Harvard Business Review,Vol. 78 No. 3, pp. 107-14.

Hackney, D. (2000), Business intelligence technology and tools for CRM, inProceedings of DCICustomer Relationship Management Conference, Boston, MA, 27-29 June.

Hammer, M. and Champy, J. (1993), Reengineering the Corporation, Harper Business, New York,NY.

Herington, D. and Peterson, G. (2000), Making sense of e-CM: setting the strategic agenda for

sales automation, inProceedings of DCI Customer Relationship Management Conference,Boston, MA, 27-29 June.

Hildebrand, C. (1999), One to a customer, CIO Magazine, Vol. 12.

Jackson, D. Jr (1994), Relationship selling: the personalization of relationship marketing,Asia-Australia Marketing Journal, August, pp. 45-54.

Kassanoff, B. (2000), Build loyalty into your e-business, in Proceedings of DCI CustomerRelationship Management Conference, Boston, MA, 27-29 June.

Lange, E. (1999), ERPs future focus, APICS The Performance Advantage, Vol. 9 No. 6.

UnderstandingCRM

687
http://emerald-prod.literatumonline.com/action/showLinks?system=10.1108%2F14637150110406768http://emerald-prod.literatumonline.com/action/showLinks?system=10.1108%2F14637150110406768http://emerald-prod.literatumonline.com/action/showLinks?isi=000088059100013http://emerald-prod.literatumonline.com/action/showLinks?isi=000088059100013http://emerald-prod.literatumonline.com/action/showLinks?crossref=10.1016%2FS1320-1646%2894%2970277-Xhttp://emerald-prod.literatumonline.com/action/showLinks?isi=000088059100013http://emerald-prod.literatumonline.com/action/showLinks?system=10.1108%2F14637150110406768http://emerald-prod.literatumonline.com/action/showLinks?system=10.1108%2F14637150110406768http://emerald-prod.literatumonline.com/action/showLinks?crossref=10.1016%2FS1320-1646%2894%2970277-X


18/27

Levine, J. (1993), Relationship marketing, Forbes, 20 December, pp. 232-4.

META Group (1998), The Seven Deadly Sins of CRM Implementation, META Group Report,November.

Patton, S. (2001), The truth about CRM, CIO Magazine, Vol. 14 No. 9.

Peppard, J. (2000), Customer relationship management (CRM) in financial services, EuropeanManagement Journal, Vol. 18 No. 3, pp. 312-27.

Peppers, D. and Rogers, M. (1999), The One to One Manager: Real-World Lessons in CustomerRelationship Management, Doubleday, New York, NY.

Peppers, D. and Rogers, M. (2000), Successful Web sites, DMReview.Com, 4 February.

Peppers, D. and Rogers, M. (2001), One to one B2B: Customer Development Strategies for theBusiness-to-business World, Doubleday, New York, NY.

Porter, M. (1987), From competitive advantage to corporate strategy,Harvard Business Review,Vol. 65 No. 3, pp. 43-59.

Prabhaker, P. (2001), Integrated marketing-manufacturing strategies, Journal of Business &Industrial Marketing, Vol. 16 No. 2, pp. 113-28.

Reichheld, F.F. (1996a), The Loyalty Effect, Harvard Business School Press, Boston, MA.

Reichheld, F.F. (1996b), Learning from customer defections, Harvard Business Review,March-April, pp. 56-69.

Renner, D. (2000), Customer relationship management: a new weapon in your competitivearsenal,Siebel Magazine, Vol. 1 No. 2.

Saunders, J. (1999), Manufacturers build on CRM, Computing Canada, Vol. 25 No. 32, pp. 17-18.

Scannell, T. (1999), CRM looms on the horizon, Computer Reseller News, Vol. 850, pp. 59-60.

Schweigert, D. (2000), Balancing idealistic vs realistic processes, in Proceedings of DCICustomer Relationship Management Conference, Boston, MA, 27-29 June.

Seybold, P. (1998),Customers.com How to Create a Profitable Business Strategy for the Internetand Beyond, Times Books, New York, NY.

Seybold, P., Marshak, R. and Lewis, J. (2001), The Customer Revolution, Crown Business, NewYork, NY.

Shepard, D. et al.(1998), The New Direct Marketing, McGraw Hill, New York, NY.

Siebel, T. (2001), Taking Care of eBusiness, Doubleday, New York, NY.

Solomon, M. (2000), Like ERP, CRM systems can be a struggle to launch, Computerworld,Vol. 34 No. 26, p. 51.

Story, M. (1998), Data warehousing today is tomorrows advantage, New ZealandManufacturer, pp. 42-3.

Sweat, J. (2000), Oracle rolls out business-intelligence products, Information Week, 1 May.

Tiazkun, S. (1999), CRM opportunities abound for changing business needs, Computer ResellerNews, 8 November, p. 159.

Xenakis, J.J. (2000), Nothing but Net, CFO The Magazine for Senior Financial Executives,Vol. 16 No. 2, pp. 75-8.

BPMJ9,5

688
http://emerald-prod.literatumonline.com/action/showLinks?crossref=10.1016%2FS0263-2373%2800%2900013-Xhttp://emerald-prod.literatumonline.com/action/showLinks?crossref=10.1016%2FS0263-2373%2800%2900013-Xhttp://emerald-prod.literatumonline.com/action/showLinks?crossref=10.1016%2FS0263-2373%2800%2900013-Xhttp://emerald-prod.literatumonline.com/action/showLinks?isi=A1987H117600007http://emerald-prod.literatumonline.com/action/showLinks?system=10.1108%2F08858620110384141http://emerald-prod.literatumonline.com/action/showLinks?system=10.1108%2F08858620110384141http://emerald-prod.literatumonline.com/action/showLinks?isi=A1996TY21800009http://emerald-prod.literatumonline.com/action/showLinks?crossref=10.1571%2F0609607723http://emerald-prod.literatumonline.com/action/showLinks?isi=A1987H117600007http://emerald-prod.literatumonline.com/action/showLinks?crossref=10.1016%2FS0263-2373%2800%2900013-Xhttp://emerald-prod.literatumonline.com/action/showLinks?crossref=10.1016%2FS0263-2373%2800%2900013-Xhttp://emerald-prod.literatumonline.com/action/showLinks?isi=A1996TY21800009http://emerald-prod.literatumonline.com/action/showLinks?crossref=10.1571%2F0609607723http://emerald-prod.literatumonline.com/action/showLinks?system=10.1108%2F08858620110384141http://emerald-prod.literatumonline.com/action/showLinks?system=10.1108%2F08858620110384141


19/27

This article has been cited by:

1. Yung-Shen Yen. 2014. A comparison of quality satisfaction between transactional and relational customersin e-commerce. The TQM Journal26:6, 577-593. [Abstract] [Full Text] [PDF]

2. Alessandro Capocchi. 2014. An Overview of the Italian Hotel Industry Today.Journal of Quality Assurance

in Hospitality & Tourism15, 425-446. [CrossRef]3. Christos Giannakis-Bompolis, Christina Boutsouki. 2014. Customer Relationship Management in the

Era of Social Web and Social Customer: An Investigation of Customer Engagement in the Greek RetailBanking Sector. Procedia - Social and Behavioral Sciences148, 67-78. [CrossRef]

4. Huajiao Li, Wei Fang, Haizhong An, LiLi Yan. 2014. The shareholding similarity of the shareholders ofthe worldwide listed energy companies based on a two-mode primitive network and a one-mode derivativeholding-based network. Physica A: Statistical Mechanics and its Applications. [CrossRef]

5. Fatemeh Shakhsi Salim, Abbas Keramati. 2014. How to Make Iranian Banks Customer Oriented withUse of Customer Relationship Management Concepts? Methodology and Comprehensive Architecture.Systemic Practice and Action Research27, 377-395. [CrossRef]

6. Samer Alhawari. 2014. The Practice of Jordanian Banking to Improve Customer Retention. InternationalJournal of Customer Relationship Marketing and Management 3:10.4018/IJCRMM.20120401, 47-60.[CrossRef]

7. Yanning Wang, Brent Moyle, Michelle Whitford, Peter Wynn-Moylan. 2014. Customer RelationshipManagement in the Exhibition Industry in China: An Exploration into the Critical Success Factors andInhibitors.Journal of China Tourism Research10, 292-322. [CrossRef]

8. Dr Robert Hurley, Muhammad Tahir Jan, KalthomAbdullah. 2014. The impact of technology CSFson customer satisfaction and the role of trust. International Journal of Bank Marketing32:5, 429-447.[Abstract] [Full Text] [PDF]

9. Samsudin Wahab. 2014. The Antecedents and Consequence of Customer Relationship Management

Performance. International Journal of Customer Relationship Marketing and Management 3:10.4018/IJCRMM.20120101, 43-55. [CrossRef]10. C. J. Padmavathy, V. Sivakumar. 2014. Dimensions of CRM Effectiveness and its Effect on

Relationship Quality. International Journal of Customer Relationship Marketing and Management3:10.4018/IJCRMM.20120101, 1-17. [CrossRef]

11. H.Y. Lam, G.T.S. Ho, C.H. Wu, K.L. Choy. 2014. Customer relationship mining system for effectivestrategies formulation. Industrial Management & Data Systems114:5, 711-733. [Abstract] [Full Text][PDF]

12. Kevin J. Trainor, James (Mick) Andzulis, Adam Rapp, Raj Agnihotri. 2014. Social media technologyusage and customer relationship performance: A capabilities-based examination of social CRM.Journal

of Business Research67, 1201-1208. [CrossRef]13. Aurora Garrido-Moreno, Nigel Lockett, Vctor Garca-Morales. 2014. Paving the way for CRM

success: The mediating role of knowledge management and organizational commitment. Information &Management. [CrossRef]

14. Aliyu Olayemi Abdullateef, Sany Sanuri Mohd Muktar, Rushami Zien Yusoff, Intan Shafinaz BintiAhmad. 2014. Effects of Customer Relationship Management Strategy on Call Centre's EmployeeIntention to Quit: Evidence from Malaysia Call Centers. Procedia - Social and Behavioral Sciences130,305-315. [CrossRef]
http://dx.doi.org/10.1016/j.sbspro.2014.04.036http://dx.doi.org/10.1016/j.sbspro.2014.04.036http://dx.doi.org/10.1016/j.sbspro.2014.04.036http://dx.doi.org/10.1016/j.im.2014.06.006http://dx.doi.org/10.1016/j.jbusres.2013.05.002http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/IMDS-08-2013-0329http://dx.doi.org/10.1108/IMDS-08-2013-0329http://dx.doi.org/10.4018/jcrmm.2012010101http://dx.doi.org/10.4018/jcrmm.2012010103http://dx.doi.org/10.1108/IJBM-11-2013-0139http://emerald-prod.literatumonline.com/doi/full/10.1108/IJBM-11-2013-0139http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/IJBM-11-2013-0139http://dx.doi.org/10.1080/19388160.2013.856777http://dx.doi.org/10.4018/jcrmm.2012040104http://dx.doi.org/10.1007/s11213-013-9284-xhttp://dx.doi.org/10.1016/j.physa.2014.08.035http://dx.doi.org/10.1016/j.sbspro.2014.07.018http://dx.doi.org/10.1016/j.sbspro.2014.04.036http://dx.doi.org/10.1016/j.im.2014.06.006http://dx.doi.org/10.1016/j.jbusres.2013.05.002http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/IMDS-08-2013-0329http://emerald-prod.literatumonline.com/doi/full/10.1108/IMDS-08-2013-0329http://dx.doi.org/10.1108/IMDS-08-2013-0329http://dx.doi.org/10.4018/jcrmm.2012010101http://dx.doi.org/10.4018/jcrmm.2012010103http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/IJBM-11-2013-0139http://emerald-prod.literatumonline.com/doi/full/10.1108/IJBM-11-2013-0139http://dx.doi.org/10.1108/IJBM-11-2013-0139http://dx.doi.org/10.1080/19388160.2013.856777http://dx.doi.org/10.4018/jcrmm.2012040104http://dx.doi.org/10.1007/s11213-013-9284-xhttp://dx.doi.org/10.1016/j.physa.2014.08.035http://dx.doi.org/10.1016/j.sbspro.2014.07.018http://dx.doi.org/10.1080/1528008X.2014.921781http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/TQM-11-2012-0089http://emerald-prod.literatumonline.com/doi/full/10.1108/TQM-11-2012-0089http://dx.doi.org/10.1108/TQM-11-2012-0089


20/27

15. Riyad Eid, Hatem El-Gohary. 2014. Testing and Validating Customer Relationship ManagementImplementation Constructs in Egyptian Tourism Organizations.Journal of Travel & Tourism Marketing31, 344-365. [CrossRef]

16. Lucia-Palacios Laura, Bordonaba-Juste Victoria, Polo-Redondo Yolanda, Grnhagen Marko. 2014. E-business implementation and performance: analysis of mediating factors. Internet Research24:2, 223-245.

[Abstract] [Full Text] [PDF]17. Gintar Bliujt, RenataKorsakien. 2014. Peculiarities of Customer Relationships Management: a Caseof Lithuanian Companies. Mokslas - Lietuvos ateitis6, 9-16. [CrossRef]

18. Weiwu Zou, Mohan Kumaraswamy, Jacky Chung, James Wong. 2014. Identifying the critical successfactors for relationship management in PPP projects. International Journal of Project Management32,265-274. [CrossRef]

19. Taewoo Nam, Theresa A. Pardo. 2014. Understanding Municipal Service Integration: An ExploratoryStudy of 311 Contact Centers.Journal of Urban Technology21, 57-78. [CrossRef]

20. A. Keramati, S. Nazari-Shirkouhi, H. Moshki, M. Afshari-Mofrad, E. Maleki-Berneti. 2013. A novelmethodology for evaluating the risk of CRM projects in fuzzy environment. Neural Computing and

Applications23, 29-53. [CrossRef]21. Shun-Hsing Chen. 2013. Devising appropriate service strategies for customers of different value: an

integrated assessment model for the banking industry. The International Journal of Human ResourceManagement24, 3939-3956. [CrossRef]

22. Marion Steel, Chris Dubelaar, Michael T. Ewing. 2013. Developing customised CRM projects: The roleof industry norms, organisational context and customer expectations on CRM implementation. IndustrialMarketing Management42, 1328-1344. [CrossRef]

23. Huseyin Ince, Salih Zeki Imamoglu, Halit Keskin, Aliekber Akgun, Mehmet Naci Efe. 2013. TheImpact of ERP Systems and Supply Chain Management Practices on Firm Performance: Caseof TurkishCompanies. Procedia - Social and Behavioral Sciences99, 1124-1133. [CrossRef]

24. Mei-Ling Wang. 2013. An evaluation of customer relationship management in hospital-based andprivately run nursing homes in Taiwan. Total Quality Management & Business Excellence24, 1004-1021.[CrossRef]

25. Glenn Masuchika. 2013. The Reference Desk, Points-of-Sale, and the Building of Loyalty: Applicationsof Customer Relationship Management Techniques to Library Marketing. The Reference Librarian54,320-331. [CrossRef]

26. Maha M. Al-Khaffaf, Hadeel J. Abdellatif. 2013. The Effect of Information and CommunicationTechnology on Customer Relationship Management. International Journal of Customer RelationshipMarketing and Management2:10.4018/jcrmm.20111001, 67-75. [CrossRef]

27. MeiLing Wang. 2013. Implementing CRM in nursing homes: the effects on resident satisfaction.

Managing Service Quality: An International Journal23:5, 388-409. [Abstract] [Full Text] [PDF]28. Thomas Brashear Alejandro, Oya I. Tukel, Ashutosh Dixit. 2013. Application of customer lifetime

value model in maketoorder manufacturing.Journal of Business & Industrial Marketing28:6, 468-474.[Abstract] [Full Text] [PDF]

29. Maryam Eskafi, Seyyed hossein hosseini, Atefe Mohammadzadeh Yazd. 2013. The value of telecomsubscribers and customer relationship management. Business Process Management Journal19:4, 737-748.[Abstract] [Full Text] [PDF]
http://dx.doi.org/10.1108/BPMJ-Feb-2012-0016http://emerald-prod.literatumonline.com/doi/full/10.1108/BPMJ-Feb-2012-0016http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/BPMJ-Feb-2012-0016http://dx.doi.org/10.1108/JBIM-04-2013-0099http://emerald-prod.literatumonline.com/doi/full/10.1108/JBIM-04-2013-0099http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/JBIM-04-2013-0099http://dx.doi.org/10.4018/jcrmm.2011100105http://dx.doi.org/10.1080/02763877.2013.806236http://dx.doi.org/10.1080/14783363.2011.637783http://dx.doi.org/10.1016/j.sbspro.2013.10.586http://dx.doi.org/10.1016/j.indmarman.2012.08.009http://dx.doi.org/10.1080/09585192.2011.610935http://dx.doi.org/10.1007/s00521-012-1216-7http://dx.doi.org/10.1080/10630732.2014.887933http://dx.doi.org/10.1080/10630732.2014.887933http://dx.doi.org/10.1080/10630732.2014.887933http://dx.doi.org/10.1016/j.ijproman.2013.05.004http://dx.doi.org/10.3846/mla.2014.002http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/BPMJ-Feb-2012-0016http://emerald-prod.literatumonline.com/doi/full/10.1108/BPMJ-Feb-2012-0016http://dx.doi.org/10.1108/BPMJ-Feb-2012-0016http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/JBIM-04-2013-0099http://emerald-prod.literatumonline.com/doi/full/10.1108/JBIM-04-2013-0099http://dx.doi.org/10.1108/JBIM-04-2013-0099http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/MSQ-08-2012-0086http://emerald-prod.literatumonline.com/doi/full/10.1108/MSQ-08-2012-0086http://dx.doi.org/10.1108/MSQ-08-2012-0086http://dx.doi.org/10.4018/jcrmm.2011100105http://dx.doi.org/10.1080/02763877.2013.806236http://dx.doi.org/10.1080/14783363.2011.637783http://dx.doi.org/10.1016/j.sbspro.2013.10.586http://dx.doi.org/10.1016/j.indmarman.2012.08.009http://dx.doi.org/10.1080/09585192.2011.610935http://dx.doi.org/10.1007/s00521-012-1216-7http://dx.doi.org/10.1080/10630732.2014.887933http://dx.doi.org/10.1016/j.ijproman.2013.05.004http://dx.doi.org/10.3846/mla.2014.002http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/IntR-09-2012-0195http://emerald-prod.literatumonline.com/doi/full/10.1108/IntR-09-2012-0195http://dx.doi.org/10.1108/IntR-09-2012-0195http://dx.doi.org/10.1080/10548408.2014.883348


21/27

30. Christos Sarmaniotis, Costas Assimakopoulos, Eugenia Papaioannou. 2013. Successful implementationof CRM in luxury hotels: determinants and measurements. EuroMed Journal of Business8:2, 134-153.[Abstract] [Full Text] [PDF]

31. Jianan Wu, Edgardo Arturo Ayala Gaytn. 2013. The role of online seller reviews and product priceon buyers' willingness-to-pay: a risk perspective. European Journal of Information Systems22, 416-433.

[CrossRef]32. Hannu Saarijrvi, Heikki Karjaluoto, Hannu Kuusela. 2013. Extending customer relationshipmanagement: from empowering firms to empowering customers. Journal of Systems and InformationTechnology15:2, 140-158. [Abstract] [Full Text] [PDF]

33. Tendai Chikweche, Richard Fletcher. 2013. Customer relationship management at the base of thepyramid: myth or reality?.Journal of Consumer Marketing30:3, 295-309. [Abstract] [Full Text] [PDF]

34. Joseph Vella, Albert Caruana, Leyland Pitt. 2013. Organizational commitment and users perception ofease of use: a study among bank managers.Journal of Management Development32:4, 351-362. [Abstract][Full Text] [PDF]

35. Shu-Hui Chuang, Hong-Nan Lin. 2013. The roles of infrastructure capability and customer orientation in

enhancing customer-information quality in CRM systems: Empirical evidence from Taiwan. InternationalJournal of Information Management33, 271-281. [CrossRef]36. Joan E. Ubeda, Clara Gieure, Carlos delaCruz, Olga Sastre. 2013. Communication in new technology

basedfirms. Management Decision51:3, 615-628. [Abstract] [Full Text] [PDF]37. Stefan Strohmeier. 2013. Employee relationship management Realizing competitive advantage through

information technology?. Human Resource Management Review23, 93-104. [CrossRef]38. Enrico Baraldi, Antonella La Rocca, Andrea Perna. 2013. Intra- and inter-organizational effects of a CRM

system implementation. MERCATI E COMPETITIVIT13-34. [CrossRef]39. Deirdre Hughes. 2013. An expanded model of careers professional identity: time for change?. British

Journal of Guidance & Counselling41, 58-68. [CrossRef]

40. Reiny Iriana, Francis Buttle, Lawrence Ang. 2013. Does organisational culture influence CRM's financialoutcomes?.Journal of Marketing Management29, 467-493. [CrossRef]

41. Ashley Braganza, Heather Stebbings, Theodora Ngosi. 2013. The case of customer recruitment processes:Dynamic evolution of customer relationship management resource networks. Journal of MarketingManagement29, 439-466. [CrossRef]

42. Stephen M. Wigley, Pammi Sinha, Lisa Donnell, Karise Hutchinson, Andrea Reid. 2012. Fashionretailing in the new economy: the case of SMEs. International Journal of Retail & Distribution Management

40:12, 906-919. [Abstract] [Full Text] [PDF]43. Bulut Aslan, Mark Stevenson, Linda C. Hendry. 2012. Enterprise Resource Planning systems: An

assessment of applicability to Make-To-Order companies. Computers in Industry63, 692-705. [CrossRef]44. Yi-Yuan Liu. 2012. Does Technology Acceptance Change the Way from CRM to Customer Loyalty?.

International Journal of E-Services and Mobile Applications2:10.4018/jesma.20100701, 44-56. [CrossRef]45. ngel Garca-Crespo, Ricardo Colomo-Palacios, Juan Miguel Gmez-Berbs, Fernando Paniagua Martn.

2012. Customer Relationship Management in Social and Semantic Web Environments. InternationalJournal of Customer Relationship Marketing and Management 1:10.4018/ijcrmm.20100401, 1-10.[CrossRef]
http://dx.doi.org/10.4018/jcrmm.2010040101http://dx.doi.org/10.4018/jesma.2010070103http://dx.doi.org/10.1016/j.compind.2012.05.003http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/09590551211274919http://emerald-prod.literatumonline.com/doi/full/10.1108/09590551211274919http://dx.doi.org/10.1108/09590551211274919http://dx.doi.org/10.1080/0267257X.2012.737818http://dx.doi.org/10.1080/0267257X.2012.732598http://dx.doi.org/10.1080/03069885.2012.743964http://dx.doi.org/10.3280/MC2013-001003http://dx.doi.org/10.1016/j.hrmr.2012.06.009http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/00251741311309689http://emerald-prod.literatumonline.com/doi/full/10.1108/00251741311309689http://dx.doi.org/10.1108/00251741311309689http://dx.doi.org/10.1016/j.ijinfomgt.2012.12.003http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/02621711311326356http://emerald-prod.literatumonline.com/doi/full/10.1108/02621711311326356http://dx.doi.org/10.1108/02621711311326356http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/07363761311328964http://emerald-prod.literatumonline.com/doi/full/10.1108/07363761311328964http://dx.doi.org/10.1108/07363761311328964http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/13287261311328877http://emerald-prod.literatumonline.com/doi/full/10.1108/13287261311328877http://dx.doi.org/10.1108/13287261311328877http://dx.doi.org/10.1057/ejis.2012.33http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/EMJB-06-2013-0031http://emerald-prod.literatumonline.com/doi/full/10.1108/EMJB-06-2013-0031http://dx.doi.org/10.1108/EMJB-06-2013-0031


22/27

46. Anja Geigenmller, U. Zeynep Ata, Aysegul Toker. 2012. The effect of customer relationshipmanagement adoption in businesstobusiness markets.Journal of Business & Industrial Marketing27:6,497-507. [Abstract] [Full Text] [PDF]

47. Amine Nehari-Talet, Samer Alhawari, Haroun Alryalat. 2012. The Outcome of Knowledge Process forCustomer of Jordanian Companies on the Achievement of Customer Knowledge Retention. International

Journal of Knowledge Management6:10.4018/ijkm.20100101, 44-61. [CrossRef]48. Sanjit Kumar Roy, C. Padmavathy, M.S. Balaji, V.J. Sivakumar. 2012. Measuring effectiveness of customerrelationship management in Indian retail banks. International Journal of Bank Marketing30:4, 246-266.[Abstract] [Full Text] [PDF]

49. Alex R. Zablah, Danny N. Bellenger, Detmar W. Straub, Wesley J. Johnston. 2012. PerformanceImplications of CRM Technology Use: A Multilevel Field Study of Business Customers and TheirProviders in the Telecommunications Industry. Information Systems Research23, 418-435. [CrossRef]

50. Yi-Feng Yang. 2012. Service capabilities and customer relationship management: an investigation of thebanks in Taiwan. The Service Industries Journal32, 937-960. [CrossRef]

51. Majidul Islam, YiFeng Yang, Lokman Mia. 2012. The impact of company learning and growth

capabilities on the customerrelated performance. Benchmarking: An International Journal19:2, 137-158.[Abstract] [Full Text] [PDF]52. Sungho Kang, Park Heung-Soo, . 2012. The Effect of Firm's Cooperative Orientation on Financial

Performance : Focus on the Mediating Role of CRM and SCM Performance. Jounal of Korea ServiceManagement Society13, 29-55. [CrossRef]

53. G. Kannabiran, P. Dharmalingam. 2012. Enablers and inhibitors of advanced information technologiesadoption by SMEs.Journal of Enterprise Information Management25:2, 186-209. [Abstract] [Full Text][PDF]

54. Thanos Papadopoulos, Udechukwu Ojiako, Maxwell Chipulu, Kwangwook Lee. 2012. The criticalityof risk factors in customer relationship management projects. Project Management Journal43:10.1002/

pmj.v43.1, 65-76. [CrossRef]55. S Notaro, A Paletto, M Piffer. 2012. Tourism innovation in the forestry sector: comparative analysis

between Auckland Region (New Zealand) and Trentino (Italy). iForest - Biogeosciences and Forestry5,262-271. [CrossRef]

56. Michael Ahearne, Adam Rapp, Babu John Mariadoss, Shankar Ganesan. 2012. Challenges of CRMImplementation in Business-to-Business Markets: A Contingency Perspective.Journal of Personal Sellingand Sales Management32, 117-130. [CrossRef]

57. S.C.L. Koh, A. Gunasekaran, T. Goodman. 2011. Drivers, barriers and critical success factors for ERPIIimplementation in supply chains: A critical analysis. The Journal of Strategic Information Systems20,385-402. [CrossRef]

58. Piyawan Siriprasoetsin, Kulthida Tuamsuk, Cholabhat Vongprasert. 2011. Factors affecting customerrelationship management practices in Thai academic libraries. The International Information & LibraryReview43, 221-229. [CrossRef]

59. Fiona McMahon, Aodheen ODonnell. 2011. Electronic Customer Relationship Management and SMEMarketing Practice. International Journal ofE-Adoption1:10.4018/ijea.20091001, 95-110. [CrossRef]

60. Arun Kumar Agariya, Deepali Singh. 2011. What Really Defines Relationship Marketing? A Review ofDefinitions and General and Sector-Specific Defining Constructs.Journal of Relationship Marketing10,203-237. [CrossRef]
http://dx.doi.org/10.1080/15332667.2011.624905http://dx.doi.org/10.1080/15332667.2011.624905http://dx.doi.org/10.1016/j.iilr.2011.10.008http://dx.doi.org/10.1016/j.jsis.2011.07.001http://dx.doi.org/10.3832/ifor0631-005http://dx.doi.org/10.3832/ifor0631-005http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/17410391211204419http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/17410391211204419http://dx.doi.org/10.1108/17410391211204419http://dx.doi.org/10.1108/14635771211224509http://dx.doi.org/10.1108/14635771211224509http://dx.doi.org/10.1108/14635771211224509http://emerald-prod.literatumonline.com/doi/full/10.1108/14635771211224509http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/14635771211224509http://dx.doi.org/10.1108/02652321211236888http://dx.doi.org/10.1108/02652321211236888http://emerald-prod.literatumonline.com/doi/full/10.1108/02652321211236888http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/02652321211236888http://dx.doi.org/10.1080/15332667.2011.624905http://dx.doi.org/10.4018/jea.2009100105http://dx.doi.org/10.1016/j.iilr.2011.10.008http://dx.doi.org/10.1016/j.jsis.2011.07.001http://dx.doi.org/10.2753/PSS0885-3134320110http://dx.doi.org/10.3832/ifor0631-005http://dx.doi.org/10.1002/pmj.20285http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/17410391211204419http://emerald-prod.literatumonline.com/doi/full/10.1108/17410391211204419http://dx.doi.org/10.1108/17410391211204419http://dx.doi.org/10.15706/jksms.2012.13.1.002http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/14635771211224509http://emerald-prod.literatumonline.com/doi/full/10.1108/14635771211224509http://dx.doi.org/10.1108/14635771211224509http://dx.doi.org/10.1080/02642069.2010.545394http://dx.doi.org/10.1287/isre.1120.0419http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/02652321211236888http://emerald-prod.literatumonline.com/doi/full/10.1108/02652321211236888http://dx.doi.org/10.1108/02652321211236888http://dx.doi.org/10.4018/jkm.2010103003http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/08858621211251497http://emerald-prod.literatumonline.com/doi/full/10.1108/08858621211251497http://dx.doi.org/10.1108/08858621211251497


23/27


24/27

77. Charles V. Trappey, Amy J.C. Trappey, AiChe Chang, Ashley Y.L. Huang. 2010. Clustering analysisprioritization of automobile logistics services. Industrial Management & Data Systems110:5, 731-743.[Abstract] [Full Text] [PDF]

78. Regina Jasilionien, Rima TamoinienInitial customer relationship system efficiency evaluation 83-89.[CrossRef]

79. Antonio Marturano, Alessandro D'Atri, Christopher Bull, Alison Adam. 2010. Customer relationshipmanagement information systems (CRMIS) and the realisation of moral agency.Journal of Information,Communication and Ethics in Society8:2, 164-177. [Abstract] [Full Text] [PDF]

80. Daniella Ryding. 2010. The impact of new technologies on customer satisfaction and business to businesscustomer relationships: Evidence from the soft drinks industry.Journal of Retailing and Consumer Services17, 224-228. [CrossRef]

81. Adel Beldi, Walid Cheffi, Prasanta K. Dey. 2010. Managing customer relationship management projects:The case of a large French telecommunications company. International Journal of Project Management

28, 339-351. [CrossRef]82. Louise Muhdi, Roman Boutellier. 2010. Diffusion of potential health-related e-services: An analysis

of Swiss health customer perspectives. Journal of Management & Marketing in Healthcare 3, 60-72.[CrossRef]83. Ada S. Lo, Lawrence D. Stalcup, Amy Lee. 2010. Customer relationship management for hotels in

Hong Kong. International Journal of Contemporary Hospitality Management22:2, 139-159. [Abstract][Full Text] [PDF]

84. Chun-Hsien Su, August Tsai, Chu-Ling Hsu. 2010. The TQM extension: Total customer relationshipmanagement. Total Quality Management & Business Excellence21, 79-92. [CrossRef]

85. CHIEN-WEN SHEN. 2009. A BAYESIAN NETWORKS APPROACH TO MODELINGFINANCIAL RISKS OF E-LOGISTICS INVESTMENTS. International Journal of InformationTechnology & Decision Making08, 711-726. [CrossRef]

86. Kelley O'Reilly, David Paper. 2009. The role of vendor in eCRM tool development. Qualitative MarketResearch: An International Journal12:4, 404-427. [Abstract] [Full Text] [PDF]

87. TzuChuan Chou, AnSheng Lee. 2009. A process model for customer relational assets creation.Information Management&Computer Security17:3, 218-233. [Abstract] [Full Text] [PDF]

88. Kallol Das. 2009. Relationship marketing research (19942006). Marketing Intelligence & Planning27:3,326-363. [Abstract] [Full Text] [PDF]

89. Hande Kmlolu, Hlya Zaral. 2009. What signifies success in eCRM?. Marketing Intelligence &Planning27:2, 246-267. [Abstract] [Full Text] [PDF]

90. Ja-Shen Chen, H. J. Rebecca Yen, Eldon Y. Li, Russell K.H. Ching. 2009. Measuring CRM effectiveness:Construct development, validation and application of a process-oriented model. Total Quality Management& Business Excellence20, 283-299. [CrossRef]

91. Hsin Hsin Chang, Po Wen Ku. 2009. Implementation of relationship quality for CRM performance:Acquisition of BPR and organisational learning. Total Quality Management & Business Excellence20,327-348. [CrossRef]

92. Eleni K. Kevork, Adam P. Vrechopoulos. 2009. CRM literature: conceptual and functional insights bykeyword analysis. Marketing Intelligence & Planning27:1, 48-85. [Abstract] [Full Text] [PDF]
http://dx.doi.org/10.1108/13522750910993329http://emerald-prod.literatumonline.com/doi/full/10.1108/13522750910993329http://emerald-prod.literatumonline.com/doi/full/10.1108/13522750910993329http://dx.doi.org/10.1142/S0219622009003594http://dx.doi.org/10.1142/S0219622009003594http://emerald-prod.literatumonline.com/doi/full/10.1108/09596111011018151http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/09596111011018151http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/02634500910928362http://emerald-prod.literatumonline.com/doi/full/10.1108/02634500910928362http://dx.doi.org/10.1108/02634500910928362http://dx.doi.org/10.1080/14783360902719758http://dx.doi.org/10.1080/14783360902719451http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/02634500910945011http://emerald-prod.literatumonline.com/doi/full/10.1108/02634500910945011http://dx.doi.org/10.1108/02634500910945011http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/02634500910955236http://emerald-prod.literatumonline.com/doi/full/10.1108/02634500910955236http://dx.doi.org/10.1108/02634500910955236http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/09685220910978095http://emerald-prod.literatumonline.com/doi/full/10.1108/09685220910978095http://dx.doi.org/10.1108/09685220910978095http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/13522750910993329http://emerald-prod.literatumonline.com/doi/full/10.1108/13522750910993329http://dx.doi.org/10.1108/13522750910993329http://dx.doi.org/10.1142/S0219622009003594http://dx.doi.org/10.1080/14783360903492678http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/09596111011018151http://emerald-prod.literatumonline.com/doi/full/10.1108/09596111011018151http://dx.doi.org/10.1108/09596111011018151http://dx.doi.org/10.1179/175330310X12665775636580http://dx.doi.org/10.1016/j.ijproman.2009.12.004http://dx.doi.org/10.1016/j.jretconser.2010.03.008http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/14779961011040578http://emerald-prod.literatumonline.com/doi/full/10.1108/14779961011040578http://dx.doi.org/10.1108/14779961011040578http://dx.doi.org/10.3846/bm.2010.012http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/02635571011044759http://emerald-prod.literatumonline.com/doi/full/10.1108/02635571011044759http://dx.doi.org/10.1108/02635571011044759


25/27

93. Dean Elmuti, Heather Jia, Dane Gray. 2009. Customer relationship management strategic applicationand organizational effectiveness: an empirical investigation. Journal of Strategic Marketing 17, 75-96.[CrossRef]

94. Renata Korsakiene. 2009. The innovative approach to relationships with customers.Journal of BusinessEconomics and Management10, 53-60. [CrossRef]

95. Franka Piskar, Armand Faganel. 2009. A Successful CRM Implementation Project in a Service Company:Case Study. Organizacija42. . [CrossRef]96. Hee Andy Lee, Carolyn U. Lambert. 2008. The Influence of Technology-Enabled Customer

Relationship Management on Customers' Attitude Toward Service Quality and Loyalty. Journal ofFoodservice Business Research11, 363-381. [CrossRef]

97. Marianna Sigala, Sergios Dimitriadis, Eric Stevens. 2008. Integrated customer relationship managementfor service activities. Managing Service Quality: An International Journal18:5, 496-511. [Abstract] [FullText] [PDF]

98. Nabil Mzoughi, Nedra Bahri, Mohamed Skander Ghachem. 2008. Impact of Supply Chain Managementand ERP on Organizational Performance and Competitive Advantage: Case of Tunisian Companies.

Journal of Global Information Technology Management11, 24-46. [CrossRef]99. Aihie Osarenkhoe. 2008. What characterises the culture of a market-oriented organisation applying a

customer-intimacy philosophy?.Journal of Database Marketing & Customer Strategy Management15,169-190. [CrossRef]

100. Keith A. Richards, Eli Jones. 2008. Customer relationship management: Finding value drivers. IndustrialMarketing Management37, 120-130. [CrossRef]

101. Yi-Feng Yang. 2008. THE ROLES OF HUMAN RESOURCES, INFORMATION TECHNOLOGY,AND MARKETING KNOWLEDGE CAPABILITIES IN PERFORMANCE: AN EXTENSIONOF THE RESOURCE-BASED THEORY PERSPECTIVE. Social Behavior and Personality: aninternational journal36, 1269-1282. [CrossRef]

102. Riyad Eid. 2007. Towards a Successful CRM Implementation in Banks: An Integrated Model. The ServiceIndustries Journal27, 1021-1039. [CrossRef]

103. M.N. Qureshi, Dinesh Kumar, Pradeep Kumar. 2007. Modeling the logistics outsourcing relationshipvariables to enhance shippers' productivity and competitiveness in logistical supply chain. International

Journal of Productivity and Performance Management56:8, 689-714. [Abstract] [Full Text] [PDF]104. John Hadden, Ashutosh Tiwari, Rajkumar Roy, Dymitr Ruta. 2007. Computer assisted customer churn

management: State-of-the-art and future trends. Computers & Operations Research 34, 2902-2917.[CrossRef]

105. Luis E. Mendoza, Alejandro Marius, Mara Prez, Anna C. Grimn. 2007. Critical success factors for acustomer relationship management strategy. Information and Software Technology49, 913-945. [CrossRef]

106. Aihie Osarenkhoe, AzEddine Bennani. 2007. An exploratory study of implementation of customerrelationship management strategy. Business Process Management Journal13:1, 139-164. [Abstract] [FullText] [PDF]

107. Stefan Lagrosen, Yvonne Lagrosen. 2007. Exploring service quality in the health and fitness industry.Managing Service Quality: An International Journal17:1, 41-53. [Abstract] [Full Text] [PDF]

108. JAN KETIL ARNULF. 2005. What's measured is not necessarily managed: Cognitive contingencies oforganizational measurement. Scandinavian Journal of Psychology46:10.1111/sjop.2005.46.issue-1, 59-68.[CrossRef]
http://dx.doi.org/10.1016/j.cor.2005.11.007http://dx.doi.org/10.2224/sbp.2008.36.9.1269http://dx.doi.org/10.1057/dbm.2008.14http://dx.doi.org/10.1111/j.1467-9450.2005.00435.xhttp://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/09604520710720665http://emerald-prod.literatumonline.com/doi/full/10.1108/09604520710720665http://dx.doi.org/10.1108/09604520710720665http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/14637150710721177http://emerald-prod.literatumonline.com/doi/full/10.1108/14637150710721177http://emerald-prod.literatumonline.com/doi/full/10.1108/14637150710721177http://dx.doi.org/10.1108/14637150710721177http://dx.doi.org/10.1016/j.infsof.2006.10.003http://dx.doi.org/10.1016/j.cor.2005.11.007http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/17410400710833001http://emerald-prod.literatumonline.com/doi/full/10.1108/17410400710833001http://dx.doi.org/10.1108/17410400710833001http://dx.doi.org/10.1080/02642060701673703http://dx.doi.org/10.2224/sbp.2008.36.9.1269http://dx.doi.org/10.1016/j.indmarman.2006.08.005http://dx.doi.org/10.1057/dbm.2008.14http://dx.doi.org/10.1080/1097198X.2008.10856472http://emerald-prod.literatumonline.com/doi/pdfplus/10.1108/09604520810898857http://emerald-prod.literatumonline.com/doi/full/10.1108/09604520810898857http://emerald-prod.literatumonline.com/doi/full/10.1108/09604520810898857http://dx.doi.org/10.1108/09604520810898857http://dx.doi.org/10.1080/15378020802519694http://dx.doi.org/10.2478/v10051-009-0017-yhttp://dx.doi.org/10.3846/1611-1699.2009.10.53-60http://dx.doi.org/10.1080/09652540802619301


26/27

109. Alex R Zablah, Danny N Bellenger, Wesley J Johnston. 2004. An evaluation of divergent perspectiveson customer relationship management: Towards a common understanding of an emerging phenomenon.Industrial Marketing Management33, 475-489. [CrossRef]

110. Viral NagoriCRM for Academic Institution and Universities 171-177. [CrossRef]111. Vojko Potocan, Zlatko NedelkoThe Role of Information Technology in Supply Chain Management

5315-5324. [CrossRef]112. Emel Kursunluoglu YarimogluOnline Customer Experience 129-141. [CrossRef]113. Calin GurauThe Management of CRM Information Systems in Small B2B Service Organisations 454-467.

[CrossRef]114. Chandrasekaran PadmavathyThe Role of Relational Mediators in the CRM-Performance Link: 932-947.

[CrossRef]115. Yi-Yuan LiuDoes Technology Acceptance Change the Way from CRM to Customer Loyalty? 98-111.

[CrossRef]116. Bryan Soh Yuen Liew, T. Ramayah, Jasmine Yeap Ai LeenCustomer Relationship Management (CRM)

Implementation Intensity and Performance 233-244. [CrossRef]117. Chad LinKey Issues in the Implementationof Electronic Customer Relationship Management in the

Australian Hospitality and Tourism Sector 1582-1605. [CrossRef]118. Aurora Garrido Moreno, Nigel LockettCustomer Relationship Management and Social Media Use

1406-1414. [CrossRef]119. Chad LinEvaluation and Benefits Realization of E-Business Investments in Healthcare Organizations

179-197. [CrossRef]120. Fiona McMahon, Aodheen ODonnellExploring the Potential of e-CRM inSME Marketing Practice

1012-1029. [CrossRef]121. Bryan Soh Yuen Liew, T. Ramayah,Jasmine Yeap Ai LeenCustomer Relationship Management (CRM)

Implementation Intensity and Performance 129-140. [CrossRef]122. Viral NagoriCRM for Academic Institution and Universities 198-204. [CrossRef]123. Kijpokin KasemsapThe Role of Brand Loyalty on CRM Performance: 252-284. [CrossRef]124. Fiona McMahon, AodheenODonnellExploring the Potential of e-CRM in SME Marketing Practice

149-166. [CrossRef]125. Elsa Serpico, Barbara Aquilani, Alessandro Ruggieri, Cecilia SilvestriCustomer Centric Marketing

Strategies 315-357. [CrossRef]126. Amine Nehari Talet, Samer Alhawari, Haroun AlryalatThe Outcomeof Knowledge Process for Customers

of Jordanian Companies on the Achievement of Customer Knowledge Retention 45-61. [CrossRef]

127. Abdulrahman R. Alazemi, Abdulaziz R. AlazemiOverview of Business Intelligence through Data Mining272-295. [CrossRef]128. Diana LuckThe Implications of the Development and Implementation of CRM for Knowledge

Management 2393-2407. [CrossRef]129. Chad LinKey Issues in the Implementation of Electronic Customer Relationship Management in the

Australian Hospitality and Tourism Sector 27-51. [CrossRef]130. Basel Khashab, Uday Joshi, Stephen R. GulliverCustomer Strategy Definition in Elderly Care275-294.

[CrossRef]
http://dx.doi.org/10.4018/978-1-4666-4546-2.ch015http://dx.doi.org/10.4018/978-1-4666-4546-2.ch015http://dx.doi.org/10.4018/978-1-61350-041-5.ch003http://dx.doi.org/10.4018/978-1-60960-783-8.ch621http://dx.doi.org/10.4018/978-1-4666-6086-1.ch015http://dx.doi.org/10.4018/978-1-4666-0035-5.ch003http://dx.doi.org/10.4018/978-1-4666-2524-2.ch016http://dx.doi.org/10.4018/978-1-60960-597-1.ch008http://dx.doi.org/10.4018/978-1-4666-5836-3.ch010http://dx.doi.org/10.4018/978-1-61350-044-6.ch008http://dx.doi.org/10.4018/978-1-4666-1598-4.ch060http://dx.doi.org/10.4018/978-1-60960-501-8.ch011http://dx.doi.org/10.4018/978-1-4666-5888-2.ch133http://dx.doi.org/10.4018/978-1-4666-2625-6.ch094http://dx.doi.org/10.4018/978-1-4666-4153-2.ch014http://dx.doi.org/10.4018/978-1-4666-1568-7.ch006http://dx.doi.org/10.4018/978-1-4666-6268-1.ch051http://dx.doi.org/10.4018/978-1-60566-892-5.ch025http://dx.doi.org/10.4018/978-1-4666-4864-7.ch009http://dx.doi.org/10.4018/978-1-4666-4546-2.ch015http://dx.doi.org/10.4018/978-1-61350-041-5.ch003http://dx.doi.org/10.4018/978-1-60960-783-8.ch621http://dx.doi.org/10.4018/978-1-4666-6086-1.ch015http://dx.doi.org/10.4018/978-1-4666-0035-5.ch003http://dx.doi.org/10.4018/978-1-4666-2524-2.ch016http://dx.doi.org/10.4018/978-1-60960-597-1.ch008http://dx.doi.org/10.4018/978-1-4666-5836-3.ch010http://dx.doi.org/10.4018/978-1-4666-4153-2.ch012http://dx.doi.org/10.4018/978-1-61350-044-6.ch008http://dx.doi.org/10.4018/978-1-4666-1598-4.ch060http://dx.doi.org/10.4018/978-1-60960-501-8.ch011http://dx.doi.org/10.4018/978-1-4666-5888-2.ch133http://dx.doi.org/10.4018/978-1-4666-2625-6.ch094http://dx.doi.org/10.4018/978-1-4666-4153-2.ch014http://dx.doi.org/10.4018/978-1-4666-1568-7.ch006http://dx.doi.org/10.4018/978-1-4666-6268-1.ch051http://dx.doi.org/10.4018/978-1-60566-892-5.ch025http://dx.doi.org/10.4018/978-1-4666-4864-7.ch009http://dx.doi.org/10.4018/978-1-4666-5888-2.ch525http://dx.doi.org/10.4018/978-1-4666-2193-0.ch011http://dx.doi.org/10.1016/j.indmarman.2004.01.006


27/27

131. ngel Garca-Crespo, Ricardo Colomo-Palacios, Juan Miguel Gmez-Berbs, Fernando PaniaguaMartnCustomer Relationship Management in Social and Semantic Web Environments 83-92. [CrossRef]

132. Amine Nehari Talet, Samer Alhawari, Haroun AlryalatThe Outcome of Knowledge Process for Customersof Jordanian Companies on the Achievement of Customer Knowledge Retention 377-393. [CrossRef]

133. The Effect of Information and Communication Technology on Customer Relationship Management

342-350. [CrossRef]134. Marko Vuli, Pavle Petrovi, Ivanka Kovaevi, Vanjica Ratkovi ivanoviStudent Relationship

Management Using Social Clouds 173-194. [CrossRef]135. Basel Khashab, Uday Joshi, Stephen R. GulliverCustomer Strategy Definition in Elderly Care: 1139-1158.

[CrossRef]
http://dx.doi.org/10.4018/978-1-4666-6339-8.ch061http://dx.doi.org/10.4018/978-1-4666-5784-7.ch007http://dx.doi.org/10.4018/978-1-4666-3631-6.ch020http://dx.doi.org/10.4018/978-1-4666-2625-6.ch023http://dx.doi.org/10.4018/978-1-4666-0288-5.ch006

Documents

Understanding Customer Relationship Management Emerald