Table of contents
Customer relationship management: strategic lessons and future directions
Rado KotorovInvestigates customer relationship management (CRM) as a new concept. Follows the introduction of CRM in various settings, from departments to corporations, and the changes…
Electronic customer relationship management: Revisiting the general principles of usability and resistance – an integrative implementation framework
Jerry Fjermestad, Nicholas C. RomanoElectronic customer relationship management (eCRM) has become the latest paradigm in the world of customer relationship management. Recent business surveys suggest that up to 50…
Strategic issues in customer relationship management (CRM) implementation
Christopher BullThe number of customer relationship management (CRM) implementations has grown dramatically in recent years. However, few academic studies of the issues associated with the…
CRM packaged software: a study of organisational experiences
Ben LightCustomer relationship management (CRM) packaged software has become a key contributor to attempts at aligning business and IT strategies in recent years. Throughout the 1990s…
CRM and customer‐centric knowledge management: an empirical research
Constantinos J. Stefanou, Christos Sarmaniotis, Amalia StafylaCurrent competitive challenges induced by globalization and advances in information technology have forced companies to focus on managing customer relationships, and in particular…
The impact of product category on customer dissatisfaction in cyberspace
Yooncheong Cho, Il Im, Jerry Fjermestad, Starr Roxanne HiltzHow do online customers judge a product's attributes in cyberspace? Previous studies of online product category suggest that all goods are not equal on the Web, because products…
A framework of dynamic CRM: linking marketing with information strategy
Chung‐Hoon Park, Young‐Gul KimCommitted customers are profitable to an organization for the long term. Customer commitment forms when a customer's expectation is satisfied and the customer realizes fair value…
Understanding customer relationship management (CRM): People, process and technology
Injazz J. Chen, Karen PopovichCustomer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company's customers. It is an integrated approach to…
ISSN:
1463-7154Renamed from:
Business Process Re-engineering & Management JournalOnline date, start – end:
1997Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Professor Majed Al-Mashari