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The state of CRM adoption by the financial services in the UK: an empirical investigation
11 references·16 citing·43 second hop
The state of CRM adoption by the financial services in the UK: an empirical investigation (2004)The state of CRM adoption by the financia…Management Information Systems: Managing the Digital Firm (10th Edition) (2006)Management Information System…Management information systems: managing the digital firm (2003)Management information system…Information Technology for Management : Transforming Business in the Digital Economy (2003)Information Technology for Ma…Five Styles of Customer Knowledge Management, and How Smart Companies Use Them To Create Value (2002)Five Styles of Customer Knowl…Re-engineering the customer relationship: leveraging knowledge assets at IBM (2001)Re-engineering the customer r…Predicting customer potential value an application in the insurance industry (2001)Predicting customer potential…Knowledge management and data mining for marketing (2001)Knowledge management and data…Cross-functional issues in the implementation of relationship marketing through customer relationship management (2001)Cross-functional issues in th…An empirical analysis of the antecedents of electronic commerce service continuance (2001)An empirical analysis of the …Customer Relationship Management (CRM) in financial services (2000)Customer Relationship Managem…Management Information Systems, Managing Digital Firm, (1988)Management Information System…Growth hacking: A critical review to clarify its meaning and guide its practical application (2023)Growth hacking: A critical re…Effectiveness of Loyalty Programs in Customer Retention: A Multiple Mediation Analysis (2021)Effectiveness of Loyalty Prog…Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review (2020)Customer relationship managem…The Effect of Trust, Commitment, and Conflict Handling on Customer Retention: The Mediating Role of Customer Satisfaction (2018)The Effect of Trust, Commitme…Customer relationship management (people, process and technology) and organisational culture in hotels (2017)Customer relationship managem…Implementing Customer Relationship Management (CRM) in hotel industry from organizational culture perspective (2016)Implementing Customer Relatio…The firms benefits of mobile CRM from the relationship marketing approach and the TOE model (2015)The firms benefits of mobile …Customer segmentation issues and strategies for an automobile dealership with two clustering techniques (2013)Customer segmentation issues …The effect of CRM use on internal sales management control: An alternative mechanism to realize CRM benefits (2012)The effect of CRM use on inte…Combined rough set theory and flow network graph to predict customer churn in credit card accounts (2010)Combined rough set theory and…A unified definition of CRM towards the successful adoption and implementation (2010)A unified definition of CRM t…A process-oriented perspective on customer relationship management and organizational performance: An empirical investigation (2010)A process-oriented perspectiv…What signifies success in e‐CRM? (2009)What signifies success in e‐C…Understanding the Antecedents to the Adoption of CRM Technology by Small Retailers (2009)Understanding the Antecedents…Implementation of relationship quality for CRM performance: Acquisition of BPR and organisational learning (2009)Implementation of relationshi…Towards a Successful CRM Implementation in Banks: An Integrated Model (2007)Towards a Successful CRM Impl…Loyalty-based management. (1993)The Commitment-Trust Theory of Relationship Marketing (1994)Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn (2000)CRM and customer‐centric knowledge management: an empirical research (2003)Customer relationship management research (1992‐2002) (2005)Creating a Market Orientation: A Longitudinal, Multifirm, Grounded Analysis of Cultural Transformation (2006)How information gives you competitive advantage (1985)Putting the Service-Profit Chain to Work (1994)Mass customization: The new frontier in business competition (1999)Strategic issues in customer relationship management (CRM) implementation (2003)Critical success factors for a customer relationship management strategy (2006)Why Leadership Matters to Internal Communication: Linking Transformational Leadership, Symmetrical Communication, and Employee Outcomes (2014)A Theory of Cognitive Dissonance (1957)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)The theory of planned behavior (1991)The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance (2006)Understanding e-learning continuance intention: An extension of the Technology Acceptance Model (2006)Explaining and predicting users’ continuance intention toward e-learning: An extension of the expectation–confirmation model (2009)Case Study Research: Design and Methods (1984)A Dynamic Theory of Organizational Knowledge Creation (1994)Rejuvenating Customer Management: (2005)Evaluating firm’s sustainable production indicators in uncertainty (2009)Firm Resources and Sustained Competitive Advantage (1991)Firm resources and sustained competitive advantage (2004)Exploring the role of customer relationship management (CRM) systems in customer knowledge creation (2013)Co-creation in higher education: towards a conceptual model (2018)The balanced scorecard : measures that drive performance (1992)The balanced scorecard--measures that drive performance. (1992)Competing for the Future (1994)A model for evaluating the effectiveness of CRM using the balanced scorecard (2003)Customer Relationship Management: from Strategy to Implementation (2006)Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors (2011)Is your company ready for one-to-one marketing? (1999)Turning telecommunications call details to churn prediction: a data mining approach (2002)Knowledge management technologies and applications—literature review from 1995 to 2002 (2003)Building a Data Warehouse (2008)Artificial intelligence in supply chain management: A systematic literature review (2020)Administrative and Strategic Advantages of HRIS (2002)Business architecture: A new paradigm to relate business strategy to ICT (2006)Information Technology and Organizational Learning: An Investigation of Exploration and Exploitation Processes (2007)Linking Customer Interaction and Innovation: The Mediating Role of New Organizational Practices (2010)Born digitals: Thoughts on their internationalization and a research agenda (2019)Defining information systems as work systems: implications for the IS field (2008)
this work references cited by second hop

References

  • 2001An empirical analysis of the antecedents of electronic commerce service continuance1,441 cited
  • 2003Management information systems: managing the digital firm1,424 cited
  • 1988Management Information Systems, Managing Digital Firm,1,415 cited
  • 2002Five Styles of Customer Knowledge Management, and How Smart Companies Use Them To Create Value625 cited
  • 2001Knowledge management and data mining for marketing575 cited
  • 2000Customer Relationship Management (CRM) in financial services498 cited
  • 2001Cross-functional issues in the implementation of relationship marketing through customer relationship management433 cited
  • 2001Predicting customer potential value an application in the insurance industry234 cited
  • 2003Information Technology for Management : Transforming Business in the Digital Economy231 cited
  • 2001Re-engineering the customer relationship: leveraging knowledge assets at IBM218 cited
  • 2006Management Information Systems: Managing the Digital Firm (10th Edition)138 cited

Cited by

  • 2010A process-oriented perspective on customer relationship management and organizational performance: An empirical investigation186 cited
  • 2007Towards a Successful CRM Implementation in Banks: An Integrated Model129 cited
  • 2020Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

121 cited
  • 2016Implementing Customer Relationship Management (CRM) in hotel industry from organizational culture perspective102 cited
  • 2018The Effect of Trust, Commitment, and Conflict Handling on Customer Retention: The Mediating Role of Customer Satisfaction96 cited
  • 2009What signifies success in e‐CRM?94 cited
  • 2017Customer relationship management (people, process and technology) and organisational culture in hotels87 cited
  • 2009Understanding the Antecedents to the Adoption of CRM Technology by Small Retailers74 cited
  • 2010Combined rough set theory and flow network graph to predict customer churn in credit card accounts67 cited
  • 2015The firms benefits of mobile CRM from the relationship marketing approach and the TOE model65 cited
  • 2009Implementation of relationship quality for CRM performance: Acquisition of BPR and organisational learning54 cited
  • 2012The effect of CRM use on internal sales management control: An alternative mechanism to realize CRM benefits49 cited
  • 2010A unified definition of CRM towards the successful adoption and implementation44 cited
  • 2023Growth hacking: A critical review to clarify its meaning and guide its practical application44 cited
  • 2013Customer segmentation issues and strategies for an automobile dealership with two clustering techniques41 cited
  • 2021Effectiveness of Loyalty Programs in Customer Retention: A Multiple Mediation Analysis38 cited