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Customer relationship management maturity model (CRM3): A model for stepwise implementation
16 references·0 citing·47 second hop
Customer relationship management maturity model (CRM3): A model for stepwise implementation (2010)Customer relationship management maturity…Total Relationship Marketing (2011)Total Relationship MarketingService Management and Marketing (2011)Service Management and Market…Why build a customer relationship management capability? (2007)Why build a customer relation…Value in business markets: What do we know? Where are we going? (2005)Value in business markets: Wh…Understanding customer relationship management (CRM) (2003)Understanding customer relati…Relationship Marketing: Creating Stakeholder Value (2002)Relationship Marketing: Creat…Customer lifetime value research in marketing: A review and future directions (2002)Customer lifetime value resea…Building customer relations over the Internet (2002)Building customer relations o…Cross-functional issues in the implementation of relationship marketing through customer relationship management (2001)Cross-functional issues in th…A MULTIDIMENSIONAL MODEL OF VENTURE GROWTH. (2001)A MULTIDIMENSIONAL MODEL OF V…A Framework for Customer Relationship Management (2001)A Framework for Customer Rela…The Domain and Conceptual Foundations of Relationship Marketing (2000)The Domain and Conceptual Fou…Accelerating Customer Relationships: Using Crm and Relationship Technologies (2000)Accelerating Customer Relatio…Commercial Friendships: Service Provider-Client Relationships in Context (1999)Commercial Friendships: Servi…The Changing Role of Marketing in the Corporation (1992)The Changing Role of Marketin…Case Study Research: Design and Methods (1984)Case Study Research: Design a…Reengineering the Corporation (1993)Reengineering the corporation: A manifesto for business revolution (1993)An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon (2004)Customer relationship management: Finding value drivers (2006)The New Industrial Engineering: Information Technology and Business Process Redesign (2011)Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM (2013)Clarifying the Entrepreneurial Orientation Construct and Linking It To Performance (1996)Self-Efficacy: The Exercise of Control (1999)Negative self-efficacy and goal effects revisited. 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(1987)Customer lifetime value: Marketing models and applications (1998)On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing (2000)The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research (2004)Creating Enduring Customer Value (2016)The Commitment-Trust Theory of Relationship Marketing (1994)The Behavioral Consequences of Service Quality (1996)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Customer-Employee Rapport in Service Relationships (2000)Networked Narratives: Understanding Word-of-Mouth Marketing in Online Communities (2010)Networked Narratives: UnderstandingWord-of-Mouth Marketing in Online Communities (2014)The Nature of the Firm (1937)Research in Organizational Behavior (1984)The Resource-Based Theory of Competitive Advantage: Implications for Strategy Formulation (1991)Developing relationships in business networks (1995)The Comparative Advantage Theory of Competition (1995)Market-Based Assets and Shareholder Value: A Framework for Analysis (1998)Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Do Customer Loyalty Programs Really Work (1997)Consumer Privacy: Balancing Economic and Justice Considerations (2003)Personalization versus Privacy: An Empirical Examination of the Online Consumer’s Dilemma (2005)Information Privacy Research: an Interdisciplinary Review1 (2011)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Organizational Stages and Cultural Phases: A Critical Review and a Consolidative Model of Corporate Social Responsibility Development (2010)The moderating effect of customer perceived value on online shopping behaviour (2011)Bringing “Social” Into Sales: The Impact of Salespeople’S Social Media Use on Service Behaviors and Value Creation (2012)Business Relationships and Networks: (1999)Trust and commitment influences on customer retention: insights from business-to-business services (2003)Customer Portfolio Management: Toward a Dynamic Theory of Exchange Relationships (2004)Mixed Methods Research: A Research Paradigm Whose Time Has Come (2004)Qualitative research: Methods in the social sciences (2006)Document Analysis as a Qualitative Research Method (2009)The Affective Consequences of Service Work (1993)A New Theory for Public Service Management? 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References

  • 1984Case Study Research: Design and Methods81,948 cited
  • 1992The Changing Role of Marketing in the Corporation2,773 cited
  • 2001A MULTIDIMENSIONAL MODEL OF VENTURE GROWTH.1,500 cited
  • 2011Service Management and Marketing1,414 cited
  • 2003Understanding customer relationship management (CRM)1,228 cited
  • 1999Commercial Friendships: Service Provider-Client Relationships in Context1,200 cited
  • 2001A Framework for Customer Relationship Management868 cited
  • 2011Total Relationship Marketing728 cited
  • 2005Value in business markets: What do we know? Where are we going?611 cited
  • 2002Customer lifetime value research in marketing: A review and future directions583 cited
  • 2007Why build a customer relationship management capability?524 cited
  • 2002Building customer relations over the Internet472 cited
  • 2000Accelerating Customer Relationships: Using Crm and Relationship Technologies434 cited
  • 2001Cross-functional issues in the implementation of relationship marketing through customer relationship management433 cited
  • 2002Relationship Marketing: Creating Stakeholder Value401 cited

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The Domain and Conceptual Foundations of Relationship Marketing
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