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CRM software applications and business performance
16 references·10 citing·45 second hop
CRM software applications and business performance (2006)CRM software applications and business pe…Sales and Marketing Management (2007)Sales and Marketing ManagementUnderstanding sales force automation outcomes: A managerial perspective (2005)Understanding sales force aut…The Role of Relational Information Processes and Technology Use in Customer Relationship Management (2005)The Role of Relational Inform…Valuing Customers (2004)Valuing CustomersThe Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The Customer Relationship Man…Customer Relationship Management (2004)Customer Relationship Managem…Customer relationship management : concepts and tools (2004)Customer relationship managem…Strategic issues in customer relationship management (CRM) implementation (2003)Strategic issues in customer …Management tools survey 2003: usage up as companies strive to make headway in tough times (2003)Management tools survey 2003:…The Hidden Minefields in the Adoption of Sales Force Automation Technologies (2002)The Hidden Minefields in the …Factors for Success in Customer Relationship Management (CRM) Systems (2002)Factors for Success in Custom…Successful Customer-Relationship Management (2001)Successful Customer-Relations…Sales force automation usage, effectiveness, and cost‐benefit in Germany, England and the United States (2000)Sales force automation usage,…On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing (2000)On the Profitability of Long-…Sales and Marketing Management (1999)Sales and Marketing ManagementThe loyalty effect: The hidden force behind growth, profits, and lasting value (1996)The loyalty effect: The hidde…Implementation and adoption of CRM and co-creation leveraging collaborative technologies (2020)Implementation and adoption o…Examining business value of customer relationship management systems: IT usage and two-stage model perspectives (2018)Examining business value of c…Show me the money (2015)Show me the moneyCRM software success: a proposed performance measurement scale (2015)CRM software success: a propo…When Does Retargeting Work? Information Specificity in Online Advertising (2013)When Does Retargeting Work? I…Open Source CRM Software Selection using the Analytic Hierarchy Process (2013)Open Source CRM Software Sele…How customer satisfaction with respect to price and quality affects customer retention: an integrated approach considering nonlinear effects (2013)How customer satisfaction wit…Developing customised CRM projects: The role of industry norms, organisational context and customer expectations on CRM implementation (2013)Developing customised CRM pro…Adoption of Customer Relationship Management in the Service Sector and Its Impact on Performance (2013)Adoption of Customer Relation…Internet Technologies, ECRM Capabilities, and Performance Benefits for SMEs: An Exploratory Study (2010)Internet Technologies, ECRM C…Case Study Research: Design and Methods (1984)Qualitative Data Analysis: An Expanded Sourcebook (1994)The Loyalty Effect (2001)Critical success factors for a customer relationship management strategy (2006)Social CRM as a business strategy (2011)Customer relationship management mechanisms: A systematic review of the state of the art literature and recommendations for future research (2016)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Iron Cage Revisited: Institutional Isomorphism and Collective Rationality in Organizational Fields (1983)The iron cage revisited institutional isomorphism and collective rationality in organizational fields (2004)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Customer Engagement as a New Perspective in Customer Management (2010)Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM (2013)The theory of planned behavior (1991)The Commitment-Trust Theory of Relationship Marketing (1994)Drivers of sales performance: a contemporary meta-analysis. Have salespeople become knowledge brokers? (2010)Technostress: Technological Antecedents and Implications1 (2011)Technostress: negative effect on performance and possible mitigations (2014)Diffusion of Innovations 1 (2019)How to use qualitative methods in evaluation (1987)Zero defections: quality comes to services. (1990)Information Systems Success: The Quest for the Dependent Variable (1992)The role of dynamic capabilities in e-business transformation (2003)A CRM performance measurement framework: Its development process and application (2008)A review of customer relationship management: successes, advances, pitfalls and futures (2012)Self-Reports in Organizational Research: Problems and Prospects (1986)Structural Equations with Latent Variables (1989)An empirical comparison of the efficacy of covariance-based and variance-based SEM (2009)The use of partial least squares path modeling in international marketing (2009)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Marketing Research (1970)Partnering as a Focused Market Strategy (1991)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Understanding Customer Experience Throughout the Customer Journey (2016)Principles of Corporate Finance. (1981)Market-Based Assets and Shareholder Value: A Framework for Analysis (1998)Innovation diffusion and new product growth models: A critical review and research directions (2010)Technology Diffusion: An Empirical Test of Competitive Effects (1989)Dependence, Trust, and Relational Behavior on the Part of Foreign Subsidiary Marketing Operations: Implications for Managing Global Marketing Operations (2001)Effect of Ethical Climate on Turnover Intention: Linking Attitudinal- and Stress Theory (2007)The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions (1998)A Multiple-Layer Model of Market-Oriented Organizational Culture: Measurement Issues and Performance Outcomes (2000)CB-SEM vs PLS-SEM methods for research in social sciences and technology forecasting (2021)Customer retention management processes (2006)Community relationship management and social media (2011)Customer Relationship Management and Firm Performance (2011)
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References

  • 2004The Customer Relationship Management Process: Its Measurement and Impact on Performance1,686 cited
  • 1996The loyalty effect: The hidden force behind growth, profits, and lasting value1,430 cited
  • 2000On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing1,364 cited
  • 2005The Role of Relational Information Processes and Technology Use in Customer Relationship Management967 cited
  • 2004Valuing Customers848 cited
  • 2002The Hidden Minefields in the Adoption of Sales Force Automation Technologies485 cited
  • 2007Sales and Marketing Management382 cited
  • 2003Strategic issues in customer relationship management (CRM) implementation308 cited
  • 2004Customer relationship management : concepts and tools290 cited
  • 2002Factors for Success in Customer Relationship Management (CRM) Systems262 cited
  • 2004Customer Relationship Management204 cited
  • 1999Sales and Marketing Management189 cited
  • 2003Management tools survey 2003: usage up as companies strive to make headway in tough times97 cited
  • 2000Sales force automation usage, effectiveness, and cost‐benefit in Germany, England and the United States89 cited
  • 2001

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Successful Customer-Relationship Management
87 cited
  • 2005Understanding sales force automation outcomes: A managerial perspective72 cited
  • Cited by

    • 2013When Does Retargeting Work? Information Specificity in Online Advertising153 cited
    • 2013Developing customised CRM projects: The role of industry norms, organisational context and customer expectations on CRM implementation48 cited
    • 2018Examining business value of customer relationship management systems: IT usage and two-stage model perspectives48 cited
    • 2010Internet Technologies, ECRM Capabilities, and Performance Benefits for SMEs: An Exploratory Study47 cited
    • 2015Show me the money33 cited
    • 2013Open Source CRM Software Selection using the Analytic Hierarchy Process32 cited
    • 2015CRM software success: a proposed performance measurement scale30 cited
    • 2013Adoption of Customer Relationship Management in the Service Sector and Its Impact on Performance26 cited
    • 2013How customer satisfaction with respect to price and quality affects customer retention: an integrated approach considering nonlinear effects24 cited
    • 2020Implementation and adoption of CRM and co-creation leveraging collaborative technologies13 cited