References

• 1999What's your strategy for managing knowledge?4,115 cited
• 2000Accelerating Customer Relationships: Using Crm and Relationship Technologies434 cited
• 2006Does relationship marketing improve customer relationship satisfaction and loyalty?325 cited
• 2005Gaining customer knowledge through analytical CRM324 cited
• 2003Application of knowledge management technology in customer relationship management224 cited
• 2004CRM done right.221 cited
• 2003A framework of dynamic CRM: linking marketing with information strategy204 cited
• 2002Eight questions for customer knowledge management in e‐business158 cited
• 2004Competitive advantage, knowledge and relationship marketing: where, what and how?143 cited
• 2003On the design concepts for CRM system97 cited
• 2002Ubiquitous organization: organizational design for e‐CRM87 cited
• 2004Partnering paradigms? Knowledge management and relationship marketing86 cited
• 2008Data mining techniques for better decisions in human resource management systems82 cited
• 2003A strategic framework for CRM74 cited
• 2004Collaborative Customer Relationship Management: Taking CRM to the Next Level68 cited