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CRM and customer service: strategic asset or corporate overhead?
12 references·8 citing·49 second hop
CRM and customer service: strategic asset or corporate overhead? (2006)CRM and customer service: strategic asset…Why build a customer relationship management capability? (2007)Why build a customer relation…Making the case for the competitive advantage of corporate social responsibility (2007)Making the case for the compe…Producing sustainable competitive advantage through the effective management of people (2005)Producing sustainable competi…A model for evaluating the effectiveness of CRM using the balanced scorecard (2003)A model for evaluating the ef…Customer support and new product development ‐ An exploratory study (2001)Customer support and new prod…Product distribution and service support strategy linkages (1998)Product distribution and serv…IN SEARCH OF STRATEGIC ASSETS (1997)IN SEARCH OF STRATEGIC ASSETSLinkages between product distribution and service support functions (1996)Linkages between product dist…Producing sustainable competitive advantage through the effective management of people (1995)Producing sustainable competi…What is CRM? (1991)What is CRM?Firm Resources and Sustained Competitive Advantage (1991)Firm Resources and Sustained …Intangible Strategic Assets and Firm Performance: A Multi-Industry Study of The Resource-Based View (1970)Intangible Strategic Assets a…Customer Relationship Management as Tool to Enhance Competitive Effectiveness: Model Revisited (2018)Customer Relationship Managem…Being customer-centric through CRM metrics in the B2B market: the case of maritime shipping (2017)Being customer-centric throug…Business model metrics: an open repository (2015)Business model metrics: an op…The effect of marketing knowledge management on organizational performance (2010)The effect of marketing knowl…A framework for analytical CRM: a data mining perspective (2009)A framework for analytical CR…Principles for successful aCRM in organizations (2008)Principles for successful aCR…Data mining tools: a CRM perspective (2008)Data mining tools: a CRM pers…Mobile technology and communications: exploring aspects of Customer Relationship Management (2007)Mobile technology and communi…Survey Methods in Social Investigation. 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(2000)The Theory of Economic Development (2003)Separation of Ownership and Control (1983)Productivity efficiency and firm size: An empirical analysis of foreign owned companies (2007)The effect of technological knowledge assets on performance: The innovative choice in Spanish firms (2008)Does intellectual capital help predict bankruptcy? (2018)The impact of internal marketing activities on external marketing outcomes (2001)Human resource management systems and organizational performance: a test of a mediating model in the Greek manufacturing context (2006)Volunteer Management Practices and Volunteer Retention: A Human Resource Management Approach (2006)
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References

  • 1991Firm Resources and Sustained Competitive Advantage48,209 cited
  • 2005Producing sustainable competitive advantage through the effective management of people720 cited
  • 2007Why build a customer relationship management capability?524 cited
  • 2003A model for evaluating the effectiveness of CRM using the balanced scorecard349 cited
  • 1995Producing sustainable competitive advantage through the effective management of people325 cited
  • 1997IN SEARCH OF STRATEGIC ASSETS232 cited
  • 2001Customer support and new product development ‐ An exploratory study194 cited
  • 2007Making the case for the competitive advantage of corporate social responsibility130 cited
  • 1970Intangible Strategic Assets and Firm Performance: A Multi-Industry Study of The Resource-Based View112 cited
  • 1996Linkages between product distribution and service support functions66 cited
  • 1991What is CRM?61 cited
  • 1998Product distribution and service support strategy linkages54 cited

Cited by

  • 2010The effect of marketing knowledge management on organizational performance44 cited
  • 2015Business model metrics: an open repository37 cited
  • 2008Principles for successful aCRM in organizations

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21 cited
  • 2018Customer Relationship Management as Tool to Enhance Competitive Effectiveness: Model Revisited20 cited
  • 2017Being customer-centric through CRM metrics in the B2B market: the case of maritime shipping16 cited
  • 2009A framework for analytical CRM: a data mining perspective12 cited
  • 2008Data mining tools: a CRM perspective12 cited
  • 2007Mobile technology and communications: exploring aspects of Customer Relationship Management11 cited