Customer relationship management – Wikipedia

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  2. ^Josiah, Ahaiwe; Ikenna, Oluigbo (February 2015). “Role of Technology in Accounting and E-accounting”. International Journal of Computer Science and Mobile Computing. 4 (2): 208–215 .
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    Tavana, Ali Feizbakhsh.; Fili, Saeed.; Tohidy, Alireza.; Vaghari, Reza. & Kakouie, Saed. (November 2013). “Theoretical Models of Customer Relationship Management in Organizations”. International Journal of Business and Behavioral Sciences. 3 (11).

  4. a bReinartz, Werner; Krafft, Manfred; Hoyer, Wayne D. (August 2004). “The Customer Relationship Management Process: Its Measurement and Impact on Performance”. Journal of Marketing Research. 41 (3): 293–305. doi:10.1509/jmkr.41.3.293.35991. S2CID 167683988.
  5. ^Zeng, Yun E; Wen, H. Joseph; Yen, David C (1 March 2003). “Customer relationship management (CRM) in business‐to‐business (B2B) e‐commercenull”. Information Management & Computer Security. 11 (1): 39–44. doi:10.1108/09685220310463722. ISSN 0968-5227.
  6. ^Bolton, Ruth N. ( 1998 ), ” A Dynamic Model of the Duration of the Customer’s Relationship with a Continuous Service Provider : The Role of Satisfaction, ” Marketing Science, 17 ( 1 ), 45 – 65 .
  7. ^Fornell, Claes ( 1992 ), ” A National Customer Satisfaction Barometer : The Swedish Experience “, Journal of Marketing, 56 ( January ), 6-22
  8. a b cMithas, Sunil.; Krishnan, M.S. & Fornell, Claes (October 2005). “Why Do Customer Relationship Management Applications Affect Customer Satisfaction?”. Journal of Marketing. 69 (4): 201–209. doi:10.1509/jmkg.2005.69.4.201. S2CID 4650003.
  9. ^Piccoli, Gabriele and L. Applegate ( 2003 ), ” Wyndham International : Fostering High-Touch with High-Tech “, Case Study No. 9-803 – 092, Harvard Business School
  10. ^Piccoli, Gabriele and L. Applegate ( 2003 ), ” Wyndham International : Fostering High-Touch with High-Tech “, Case Study No. 9-803 – 092, Harvard Business School .
  11. ^Business Strategy ; 1999.22. Leach, B., Success of CRM systems hinges on the establishment of measurable benefits. Pulp và Paper 2003. 77 ( 6 ) : p. 48
  12. ^Richards, A. Keith, and E. Jones, Customer relationship management : Finding value drivers. Industrial Marketing Management, 2008. 37 ( 2 ) : p. 120 – 130 .
  13. ^Mohammadhossein, N., và Zakaria, N. H. ( 2012 ). Customer relationship management Benefits for Customers : Literature Review ( 2005 – 2012 ) .
  14. ^Bolte, T. Still Struggling to Reduce Call Center Costs Without Losing Customers ? 2007 .
  15. ^Silverman, L.L., CUSTOMERS : RESPONSIVENESS, FOCUS, OR OBSESSION ? The Australasian Powder Coater Painter-Fabricator, 2000. 29 ( 2 ) .
  16. ^Collica, R.S., CRM Segmentation and Clustering Using SAS Enterprise Miner. 2007 .
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    Adrian Payne, P.F., A Strategic Framework for Customer Relationship Management. Journal of Marketing, 2005.69.

  18. ^Corie. The Top 5 Time-Saving Benefits of CRM. 2011 .
  19. ^Nambisan, S., Designing Virtual Customer Environment for New Product Development : Toward a Theory. Academy of Management Review, 2002. 27 ( 3 ) .
  20. ^Avery, Jill. ( năm trước ). ” Unlock the Mysteries of Your Customer Relationships “, Harvard Business Review. August năm trước. https://hbr.org/2014/07/unlock-the-mysteries-of-your-customer-relationships Retrieved : 20 November năm ngoái
  21. ^Roberts-Phelps, Graham (2001). Customer Relationship Management: How to Turn a Good Business Into a Great One!. Thorogood. p. 140. ISBN 978-1854181190.
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    Prasongsukarn, Kriengsin (2006). “Customer relationship management from theory to practice: Implementation steps”. Inspire Research Company.

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    Greenberg, Paul (2009). CRM at the Speed of Light (4th ed.). McGraw Hill. p. 7.

  24. ^Put Cloud CRM to Work PC World: April 2010: April 2010
  25. ^Destinationcrm.com CRM Magazine: May 2010: May 2010
  26. ^Nirpaz G., Pizarro F., Farm Don’t Hunt : The Definitive Guide to Customer Success, March năm nay, p. 101
  27. ^It’s all about the Customer, Stupid – The Importance of Customer-Centric Partners .
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    Jim Dickie, CSO Insights (2006) Demystifying CRM Adoption Rates.

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    Joachim, David. “CRM tools improve access, usability.” (cover story). B to B 87, no. 3 (11 March 2002).

  30. ^Law, Monica; Lau, Theresa; Wong, Y.H. (2003). “From customer relationship management to customer‐managed relationship: unraveling the paradox with a co‐creative perspective”. Marketing Intelligence & Planning. 21 (1): 51–60. doi:10.1108/02634500310458153. hdl:10397/60525.

  31. ^The customer relationship management paradox: Five steps to create a fairer organisation Social Business, vol. 4, no. 3, pp. 207-230. Nguyen, B, Lee-Wingate, SN và Simkin, L ( năm trước ), Social Business, vol. 4, no. 3, pp. 207 – 230. https://dx.doi.org/10.1362/204440814X14103454934177

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