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Successful Customer-Relationship Management
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  • 2004Successful practices in customer relationship management88 cited
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  • 2009CRM systems and organizational learning: An exploration of the relationship between CRM effectiveness and the customer information orientation of the firm in industrial markets74 cited
  • 2005Knowledge Management Capabilities in CRM: Making Knowledge For, From, and About Customers Work72 cited
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  • 2004CRM: Profiting from understanding customer needs62 cited
  • 2005Identifying issues in customer relationship management at Merck-Medco56 cited
  • 2005A Compendium of Sales-Related Literature in Customer Relationship Management: Processes and Technologies with Managerial Implications42 cited
  • 2007The strategic value of CRM: a technology adoption perspective38 cited
  • 2002Managing Business-to-Business Relationships: An Emerging Model36 cited
  • 2018Exploring Relationships Between Customer Satisfaction and Customer Attitude from Customer Relationship Management Viewpoint: An Empirical Study of Leisure Travellers36 cited
  • 2012CUSTOMER RELATIONSHIP MANAGEMENT AND FIRM PERFORMANCE: AN EMPIRICAL STUDY OF FREIGHT FORWARDER SERVICES

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36 cited
  • 2009Beyond the Red Queen syndrome: CRM technology and building material suppliers33 cited
  • 2006Improving customer service: issues in customer contact management33 cited
  • 2004Who’s on First? Stakeholder Differences in Customer Relationship Management and the Elusive Notion of “Shared Understanding”29 cited