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The customer relationship management process: its measurement and impact on performance
16 references·0 citing·54 second hopsampled
The customer relationship management process: its measurement and impact on performance (2014)The customer relationship management proc…The dark side of CRM: advantaged and disadvantaged customers (2013)The dark side of CRM: advanta…Customer relationship management: the evolving role of customer data (2013)Customer relationship managem…Customer relationship management at the base of the pyramid: myth or reality? (2013)Customer relationship managem…Assessing the influence of customer relationship management (CRM) dimensions on organization performance (2013)Assessing the influence of cu…The effect of customer relationship management adoption in business‐to‐business markets (2012)The effect of customer relati…Frequency of CRM implementation activities: a customer‐centric view (2012)Frequency of CRM implementati…Customer relationship management capabilities (2012)Customer relationship managem…Adoption of CRM technology in multichannel environment: a review (2006‐2010) (2012)Adoption of CRM technology in…Customer Relationship Management: Implementation Process Perspective (2009)Customer Relationship Managem…Why Do Customer Relationship Management Applications Affect Customer Satisfaction? (2005)Why Do Customer Relationship …A Strategic Framework for Customer Relationship Management (2005)A Strategic Framework for Cus…The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The Customer Relationship Man…An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon (2004)An evaluation of divergent pe…Understanding customer relationship management (CRM) (2003)Understanding customer relati…Strategic issues in customer relationship management (CRM) implementation (2003)Strategic issues in customer …Cross-functional issues in the implementation of relationship marketing through customer relationship management (2001)Cross-functional issues in th…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Firm Resources and Sustained Competitive Advantage (1991)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Impact of Customer Relationship Management on Customer Satisfaction: The Case of a Budget Hotel Chain (2016)Customer relationship management capabilities and social media technology use: Consequences on firm performance (2018)Investigating the relationship between digital technologies, supply chain integration and firm resilience in the context of COVID-19 (2022)Reengineering the Corporation (1993)Reengineering the corporation: A manifesto for business revolution (1993)Customer relationship management: Finding value drivers (2006)The New Industrial Engineering: Information Technology and Business Process Redesign (2011)Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM (2013)Dynamic capabilities and strategic management (1997)Firm resources and sustained competitive advantage (2004)CRM: conceptualization and scale development (2005)Customer Engagement as a New Perspective in Customer Management (2010)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)The Commitment-Trust Theory of Relationship Marketing (1994)The value concept and relationship marketing (1996)Supply Chain Management: Strategy, Planning and Operations (2000)An Indian customer surrounding 7P׳s of service marketing (2014)Impact of sustainable supply chain management and customer relationship management on organizational performance (2021)Exploring the role of relationship management and relationship quality in B2B: empirical insights and future research directions (2022)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)A Resource-Based Perspective on Information Technology Capability and Firm Performance: An Empirical Investigation1 (2000)Customer Satisfaction and Stock Prices: High Returns, Low Risk (2005)Neglected Outcomes of Customer Satisfaction (2006)Why build a customer relationship management capability? (2007)Zero defections: quality comes to services. (1990)The balanced scorecard: Translating strategy into action (1997)Evolving to a New Dominant Logic for Marketing (2003)A Customer Relationship Management Roadmap: What is Known, Potential Pitfalls, and Where to Go (2005)Resource-based theory in marketing (2013)Customer experience management: toward implementing an evolving marketing concept (2015)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)The balanced scorecard : measures that drive performance (1992)The balanced scorecard--measures that drive performance. (1992)Competing for the Future (1994)A model for evaluating the effectiveness of CRM using the balanced scorecard (2003)Customer Relationship Management: from Strategy to Implementation (2006)Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors (2011)Case Study Research (2004)Customer Relationship Management Scale for the Business-to-Consumer Market: Exploratory and Confirmatory Validation and Models Comparison (2013)Marketing de relacionamento com a Apple: o papel do julgamento e significado de produto na escolha do iPhone (2015)Using big data database to construct new GFuzzy text mining and decision algorithm for targeting and classifying customers (2018)
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References

  • 2005A Strategic Framework for Customer Relationship Management2,094 cited
  • 2004The Customer Relationship Management Process: Its Measurement and Impact on Performance1,686 cited
  • 2003Understanding customer relationship management (CRM)1,228 cited
  • 2005Why Do Customer Relationship Management Applications Affect Customer Satisfaction?776 cited
  • 2004An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon680 cited
  • 2001Cross-functional issues in the implementation of relationship marketing through customer relationship management433 cited
  • 2003Strategic issues in customer relationship management (CRM) implementation308 cited
  • 2012Customer relationship management capabilities212 cited
  • 2012The effect of customer relationship management adoption in business‐to‐business markets117 cited
  • 2009Customer Relationship Management: Implementation Process Perspective84 cited
  • 2012Frequency of CRM implementation activities: a customer‐centric view73 cited
  • 2013Assessing the influence of customer relationship management (CRM) dimensions on organization performance72 cited
  • 2013The dark side of CRM: advantaged and disadvantaged customers66 cited
  • 2012Adoption of CRM technology in multichannel environment: a review (2006‐2010)

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60 cited
  • 2013Customer relationship management: the evolving role of customer data55 cited
  • 2013Customer relationship management at the base of the pyramid: myth or reality?26 cited
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