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Understanding success and failure in customer relationship management · Study

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ArticleUnderstanding success and failure in customer relationship management

Thomas F. Burgess2007

Article2007

Understanding success and failure in customer relationship management

Thomas F. Burgess

331 citations·0/0 files stored·Industrial Marketing Management

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ERP Systems Implementation and Impact Customer Service Quality and Loyalty Corporate Governance and Management

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References

1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 2017Exchange and Power in Social Life 1998Social Capital, Intellectual Capital, and the Organizational Advantage 1965Exchange and Power in Social Life.1992Information Systems Success: The Quest for the Dependent Variable 1962The Death and Life of Great American Cities 2015The Death and Life of Great American Cities 2000Marketing management: analysis. planning. implementation and control

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2014Value creation through stakeholder synergy 2017Cloud computing in manufacturing: The next industrial revolution in Malaysia?2020Customer relationship management: digital transformation and sustainable business model innovation 2013Exploring the role of customer relationship management (CRM) systems in customer knowledge creation 2012“Green” supply chain management: The role of trust and top management in B2B and B2C markets 2009

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Year2007

Typearticle

Published2007-05-30

VenueIndustrial Marketing Management

ISSN-L0019-8501

Languageen

Citations331

Files0 public / 0

ShelfERP Systems Implementation and Impact

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doi10.1016/j.indmarman.2007.02.005

openalex_workW2045290959

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Customer relationship management and firm performance: the mediating role of business strategy

2021The effect of AI-based CRM on organization performance and competitive advantage: An empirical analysis in the B2B context

2010Organisational, technical and data quality factors in CRM adoption — SMEs perspective