References

• 1990Zero defections: quality comes to services.5,373 cited
• 2005A Strategic Framework for Customer Relationship Management2,094 cited
• 2001Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration2,080 cited
• 2004The Customer Relationship Management Process: Its Measurement and Impact on Performance1,686 cited
• 2003Understanding customer relationship management (CRM)1,228 cited
• 1999Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing986 cited
• 2001A Framework for Customer Relationship Management868 cited
• 1999Is your company ready for one-to-one marketing?612 cited
• 1999Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing524 cited
• 1995Do you want to keep your customers forever?463 cited
• 2000Accelerating Customer Relationships: Using Crm and Relationship Technologies434 cited
• 2006Customer relationship management: Finding value drivers407 cited
• 2007Understanding success and failure in customer relationship management331 cited
• 2003Strategic issues in customer relationship management (CRM) implementation308 cited