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Customer Relationship Management: from Strategy to Implementation

16 references·16 citing·36 second hopsampled

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References

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2003IT doesn't matter.1,614 cited
2001

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The strategy-focused organization

1,544 cited

Cited by

2014CRM to social CRM: the integration of new technologies into customer relationship management262 cited
2016Customer relationship management mechanisms: A systematic review of the state of the art literature and recommendations for future research228 cited
2012A review of customer relationship management: successes, advances, pitfalls and futures197 cited
2009Customer relationship management as a business process173 cited
2008What makes for CRM system success — Or failure?142 cited
2011Customer relationship management implementation140 cited
2014Modelling CRM in a Social Media Age138 cited
2011Customer management and CRM: addressing the dark side135 cited
2010Critical factors underpinning the e-CRM activities of SMEs134 cited
2012Impact of customer integration on project portfolio management and its success—Developing a conceptual framework124 cited
2013The adoption of customer relationship management (CRM) technology in SMEs122 cited
2017A Service Perspective for Human Capital Resources: A Critical Base for Strategy Implementation114 cited
2009CRM literature: conceptual and functional insights by keyword analysis110 cited
2020The role of social media in the engagement and information processes of social CRM110 cited
2022Disruptive technology and AI in the banking industry of an emerging market99 cited
2020Customer switching behavior analysis in the telecommunication industry via push-pull-mooring framework: A machine learning approach94 cited