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ArticleCRM software applications and business performance

Lawrence Ang2006

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Articlebronze2006

CRM software applications and business performance

Lawrence Ang · Francis A. Buttle

65 citations·0/0 files stored·Journal of Database Marketing & Customer Strategy Management

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Corporate Governance and Management Customer Service Quality and Loyalty Customer churn and segmentation

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References

2004The Customer Relationship Management Process: Its Measurement and Impact on Performance 1996The loyalty effect: The hidden force behind growth, profits, and lasting value 2000On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing 2005The Role of Relational Information Processes and Technology Use in Customer Relationship Management 2004Valuing Customers 2002The Hidden Minefields in the Adoption of Sales Force Automation Technologies 2007Sales and Marketing Management 2003Strategic issues in customer relationship management (CRM) implementation

Cited by

2013When Does Retargeting Work? Information Specificity in Online Advertising 2013Developing customised CRM projects: The role of industry norms, organisational context and customer expectations on CRM implementation 2018Examining business value of customer relationship management systems: IT usage and two-stage model perspectives 2010Internet Technologies, ECRM Capabilities, and Performance Benefits for SMEs: An Exploratory Study 2015

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2007The strategic value of CRM: a technology adoption perspectivearticle · 7 shared references 2013Developing customised CRM projects: The role of industry norms, organisational context and customer expectations on CRM implementationarticle · 6 shared references 2012Identifying Critical Success Factors for Adopting CRM in Small: A Framework for Small and Medium Enterpriseschapter · 6 shared references 2007An Examination of Customer Relationship Management (CRM) Technology Adoption and its Impact on Business-to-Business Customer Relationshipsarticle · 5 shared references 2010Customer Engagement as a New Perspective in Customer Managementarticle · 4 shared references 2006The Path to Customer Centricityarticle · 4 shared references

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Year2006

Typearticle

Published2006-10-01

VenueJournal of Database Marketing & Customer Strategy Management

ISSN-L1741-2439

Languageen

Citations65

Files0 public / 0

ShelfCorporate Governance and Management

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doi10.1057/palgrave.dbm.3250034

openalex_workW2075164899

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2013Adoption of Customer Relationship Management in the Service Sector and Its Impact on Performance

2013How customer satisfaction with respect to price and quality affects customer retention: an integrated approach considering nonlinear effects

2020Implementation and adoption of CRM and co-creation leveraging collaborative technologies