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Customer Relationship Management Implementation Gaps

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References

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2004Group decision and social change.

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1,417 cited

1978A Dual-Core Model of Organizational Innovation1,300 cited

2003Understanding customer relationship management (CRM)1,228 cited

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2016Customer relationship management115 cited
2017Customer relationship management research in tourism and hospitality: a state-of-the-art93 cited
2009Dynamic capabilities: the missing link in CRM investments93 cited
2007Customer switching resistance (CSR)84 cited
2011Impacts of in‐store manufacturer brand expression on perceived value, relationship quality and attitudinal loyalty77 cited
2009How does sales force automation influence relationship quality and performance? The mediating roles of learning and selling behaviors77 cited
2021Proactive Value Co-Creation via Structural Ambidexterity: Customer Success Management and the Modularization of Frontline Roles73 cited
2020CRM, service quality and organizational performance in the banking industry: a comparative study of conventional and Islamic banks73 cited
2008Integrated customer relationship management for service activities73 cited
2015The firms benefits of mobile CRM from the relationship marketing approach and the TOE model65 cited
2012Performance Implications of CRM Technology Use: A Multilevel Field Study of Business Customers and Their Providers in the Telecommunications Industry63 cited