References

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• 2004The Customer Relationship Management Process: Its Measurement and Impact on Performance1,686 cited
• 2003Understanding customer relationship management (CRM)1,228 cited
• 2004An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon680 cited
• 1999Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing524 cited
• 2001Cross-functional issues in the implementation of relationship marketing through customer relationship management433 cited
• 2006Customer Relationship Management: from Strategy to Implementation365 cited
• 2003Critical Success Factors of CRM Technological Initiatives360 cited
• 2002Implementation Team Responsiveness and User Evaluation of Customer Relationship Management: A Quasi-Experimental Design Study of Social Exchange Theory315 cited
• 2003Strategic issues in customer relationship management (CRM) implementation308 cited
• 2004Customer relationship management : concepts and tools290 cited
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• 2006Towards a holistic perspective of customer relationship management (CRM) implementation: A case study of the Housing and Development Board, Singapore167 cited