Customer Relationship Management: Perspectives From The Marketplace

Simon D. Knox · Adrian Payne · Stan Maklan · Lynette J. Ryals

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Corporate Governance and Management Marketing and Advertising Strategies Customer Service Quality and Loyalty

Abstract

CRM - Top of the management agenda A strategic framework for CRM The strategy development process The value creation process The channel and media integration process The information management process The performance assessment process CRM investments and shareholder value The future of CRM - What opinion leaders think.

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2006CRM software applications and business performance 2019Perceived Service Quality and Customer Satisfaction: A Missing Link in Indian Banking Sector 2013Developing customised CRM projects: The role of industry norms, organisational context and customer expectations on CRM implementation 2005Using Real Options to Help Build the Business Case for CRM Investment 2004Building an internal marketing management calculus 2015Diffusion of innovation: customer relationship management adoption in supply chain organizations

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