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Factors for Success in Customer Relationship Management (CRM) Systems

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References

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1950The Criminal Violation of Financial Trust431 cited
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1995The one to one future297 cited
1999Critical success factors in the alignment of IS plans with business plans295 cited
1992The Determinants of DSS Success: An Integrated Model*238 cited

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Cited by

2003The role of dynamic capabilities in e-business transformation247 cited
2008A CRM performance measurement framework: Its development process and application209 cited
2012A review of customer relationship management: successes, advances, pitfalls and futures197 cited
2021WHAT LEADS GUESTS TO SATISFACTION AND LOYALTY IN UAE FIVE-STAR HOTELS? AHP ANALYSIS TO SERVICE QUALITY DIMENSIONS192 cited
2003Customer Relationship Management—A Driver for Change in the Structure of the U.S. Lodging Industry167 cited
2006Towards a holistic perspective of customer relationship management (CRM) implementation: A case study of the Housing and Development Board, Singapore167 cited
2005A relationship-management assessment tool: Questioning, identifying, and prioritizing critical aspects of customer relationships165 cited
2007An exploratory study of implementation of customer relationship management strategy165 cited
2010Customer relationship management for hotels in Hong Kong144 cited
2006The multi-channel challenge: A dynamic capability approach132 cited
2003Customers and Customer Relationships in Service Firms: The Perspective of the Resource-Based View128 cited
2013The adoption of customer relationship management (CRM) technology in SMEs122 cited
2004Customer Relationship Management Implementation Gaps120 cited
2006Mapping the re‐engagement of CRM with relationship marketing120 cited
2016Customer relationship management115 cited
2002Adoption intentions and benefits realised: a study of e‐commerce in UK SMEs110 cited