Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Methodology for customer relationship management

3 references·16 citing·52 second hop

FromToDepth

this work references cited by second hop

References

2003Understanding customer relationship management (CRM)1,228 cited
1999Building Data Mining Applications for CRM599 cited
2002Adopting customer relationship management technology337 cited

Cited by

2011Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors250 cited
2019Are CRM systems ready for AI integration?159 cited
2018Big Data-enabled Customer Relationship Management: A holistic approach129 cited
2010Business process research: a cross‐disciplinary review118 cited
2016Implementing Customer Relationship Management (CRM) in hotel industry from organizational culture perspective102 cited
2011Effects of e-CRM on customer–bank relationship quality and outcomes: The case of Thailand98 cited
2017Customer relationship management: Innovation and performance97 cited
2014The impact of customer knowledge and customer relationship management on service quality88 cited
2017Customer relationship management (people, process and technology) and organisational culture in hotels87 cited
2021Customer Relationship Management Research from 2000 to 2020: An Academic Literature Review and Classification85 cited
2016Knowledge management capability, customer relationship management, and service quality

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

77 cited

2022Assessing the Implementation of AI Integrated CRM System for B2C Relationship Management: Integrating Contingency Theory and Dynamic Capability View Theory72 cited

2017Investigating the Users’ Approach to ICT Platforms in the City Management67 cited

2022Sustainable customer relationship management64 cited

2009What lies behind the concept of customer relationship management? Discussing the essence of CRM through a phenomenological approach64 cited

2018A systematic review for the determination and classification of the CRM critical success factors supporting with their metrics62 cited