Progress in customer relationship management adoption: a cross-sector study

Maureen Meadows · Sally Dibb

30 citations0/0 files storedJournal of Strategic Marketing

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

Abstract

Although customer relationship management (CRM) is widely used by organizations to capture and manage customer data, the process of implementation can be problematic. This article takes a multi-sector view of CRM implementation in three areas of the UK services sector: banking and finance; professional services; and the government/public sector. The study captures variations in CRM practice and implementation across these sectors, applying an existing framework of CRM implementation to tease out progress in relation to people (the company's staff), the company itself, the customers, and the technology. The implications for organizations that have reached different implementation stages in their CRM journey are considered.

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References

1990Zero defections: quality comes to services.1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives 2005A Strategic Framework for Customer Relationship Management 2001Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn 1995Relationship Marketing in Consumer Markets: Antecedents and Consequences 2004The Customer Relationship Management Process: Its Measurement and Impact on Performance 2010Moving Forward and Making a Difference: Research Priorities for the Science of Service

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