A Strategic Framework for Customer Relationship Management

Keywords

Customer relationship management, Process management, Process (computing), Conceptual framework, Function (biology)

References

• Avoid the four perils of CRM.Darrell K. Rigby, Frederick F. Reichheld, Phil Schefter — 2002
• Meeting the Challenge of Disruptive ChangeClayton M. Christensen, Michael Overdorf — 2000
• Strategy and Structure in Information-Intensive Markets: The Relationship Between Marketing and ITRashi Glazer — 1997
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• Distribution Equity: Creating Value through Managing Knowledge Relationships with Distribution ChannelsDevanathan Sudharshan, Ron Sanchez — 1998
• Managing Marketing by the Customer Equity CriterionRobert C. Blattberg, John Deighton — 1995
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• The channel advantage : going to market with multiple sales channels to reach more customers, sell more products, make more profitLawrence Friedman, Timothy R. Furey — 1999
• Return on Quality (ROQ): Making Service Quality Financially AccountableRoland T. Rust, Anthony J. Zahorik, Timothy L. Keiningham — 1995
• HRD practices in Indian industriesVipul Jain — 1996
• CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real TimePaul B. Greenberg, Don Peppers, Martha Rogers — 2001
• Accelerating Customer Relationships: Using Crm and Relationship TechnologiesRonald Swift — 2000
• Managing hybrid marketing systems.Rowland T. Moriarty, U Moran — 1990
• Manage marketing by the customer equity test.Robert C. Blattberg, John Deighton — 1996
• Is your company ready for one-to-one marketing?Don Peppers, Martha Rogers, Bob Dorf — 1999
• Putting the Service-Profit Chain to WorkJames L. Heskett, Thomas O. Jones, Gary W. Loveman — 1994
• Zero defections: quality comes to services.Frederick F. Reichheld, W. Earl Sasser — 1990
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• Customer satisfaction, customer retention, and market shareRoland T. Rust, Anthony J. Zahorik — 1993

Cited by

• A Balanced Scorecard Approach to Social CRM Performance MeasurementF.D. Kornek — 2012
• Technology and the Implementation of CRM in Norwegian FootballCarl Mårtensson, Marius Nilsen — 2014
• Analisis Implementasi Customer Relationship Management dan Kualitas Pelayanan Jasa terhadap Kepuasan Pelanggan dan Dampaknya pada Retensi Pelanggan Hotel Bidakara JakartaDian Tauriana, Ni Made Dini Arisani — 2012
• Customer analytics and marketing research : antithesis and synthesisDavid Bednall, Stewart Adam, Sharman Lichtenstein — 2007
• Customer Relationship Management (CRM) in Hospitality: Adding a Relationship Dimension to a Relational ServiceOW Hermans — 2011
• The Impact of CRM in Customer RelationshipsAlexander Artman, Anton Brunnberg, Jesper Westerlund — 2013
• Le management de l'experience client : au-delà des enquêtes satisfaction, la mesure de l'expérience vécueE. Lefranc — 2013
• An Institutional Perspective on Customer Relationship ManagementDavid Firth, Cameron Lawrence — 2006
• Enhancing Current Feedback Processes through Social Media Monitoring : An exploratory study of Social Media and Social Media monitoring practices within an MNC looking to combine new practices with traditional customer-centric processes.Fredrik Bergstrand, Emily Finlaw — 2011
• The mediating effect of marketing capabilities on the relationship between customer relationship management (CRM) dimensions and hotel performanceAbdul Alem Mohammad Mohammad — 2014
• Implementing a system of Customer Relationship Management : Recurring issues and necessary perspectives of the implementation phaseCarl Tinnsten — 2014
• The impact of social capital on customer relationship management performance in the Egyptian financial sectorElsayed Sobhy Ahmed Mohamed — 2011
• The effects of the performance management system and the organisational culture on the employees attitude in Malaysian government statutory bodies : a case study of Majlis Amanah Rakyat (MARA)Mohd Haizam Mohd Saudi, Mohd Haizam Mohd Saudi — 2014
• Customer-oriented reforms in urban public water supply in Uganda (1998-2008)Tom Alfred Wanyakala — 2011
• La gestión de las relaciones con los clientes como característica de la alta rentabilidad empresarialJosé Cabanelas Omil, Pablo Cabanelas, Javier Lorenzo Paniagüa — 2007
• Root causes affecting data quality in CRMWolfgang Leußer, Klaus D. Wilde — 2010
• The Impact of CRM System Development on CRM AcceptanceSamppa Suoniemi — 2013
• Performance Measures for Social CRM: A Literature ReviewTorben Küpper, Reinhard Jung, Tobias Lehmkuhl — 2014
• How Internet Marketing Tools Influence Customer Relationship Management : An analysis based on webinarWenqi Chen, Lu Bai — 2010
• E-tailer business model creation: an information technology perspectiveMikael Orvomaa — 2013

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