This document lists 24 references related to customer relationship management (CRM) adoption and implementation. The references cover a range of topics including CRM technologies used by small and medium enterprises, the impact of CRM adoption on business performance, frameworks for CRM implementation, and the relationship between CRM processes and customer satisfaction. The references are from academic journals and conferences from 2000-2012 and represent empirical research studies and literature reviews.
This document lists 24 references related to customer relationship management (CRM) adoption and implementation. The references cover a range of topics including CRM technologies used by small and medium enterprises, the impact of CRM adoption on business performance, frameworks for CRM implementation, and the relationship between CRM processes and customer satisfaction. The references are from academic journals and conferences from 2000-2012 and represent empirical research studies and literature reviews.
This document lists 24 references related to customer relationship management (CRM) adoption and implementation. The references cover a range of topics including CRM technologies used by small and medium enterprises, the impact of CRM adoption on business performance, frameworks for CRM implementation, and the relationship between CRM processes and customer satisfaction. The references are from academic journals and conferences from 2000-2012 and represent empirical research studies and literature reviews.
Adoption of customer relationship management technologies among
Indian Small and Medium Enterprises - A review and suggested model. European Journal of Social Sciences, 28(4), 538-548. Ko, E., Kim, S. H., et al. (2008). Organizational characteristics and the CRM adoption process. Journal of Business Research, 61(1), 65-74. Ata, U. Z., & Toker, A. (2012). The effect of customer relationship management adoption in business-to business markets. Journal of Business & Industrial Marketing, 27(6), 197-507. Deros, B. M., Yusof, S. M. M., et al. (2006). A benchmarking implementation framework for automotive manufacturing SMEs. Benchmarking: An International Journal, 13(4), 396-430. Payne, A., & Frow, P. (2006). Customer relationship management: from strategy to implementation. Journal of Marketing Management, 22, 135-168. Kalakota, R., & Robinson, M. (2000). E-Business: Roadmap for Success. Massachusetts: Addison-Wesley. Baumeister, H. (2002). Customer relationship management for SMEs. Muchen, German: Institut fur Informatik Das, K., Parmar, J., et al. (2009). Customer relationship management (CRM) best practices and customer loyalty A study of Indian retail banking sector`. European Journal of Social Sciences, 11(1), 61-85. Ngai, E. W. T. (2005). Customer relationship management research (1992-2002): an academic literature review and classification. Marketing Intelligence & Planning, 23(6/7), 582-605. Palmatier, R. W. (2008). Relationship Marketing. Cambridge, Massachusetts: Marketing Science Institute. Sin, L. Y. M., Tse, A. C. B., et al. (2005). CRM: conceptualization and scale development. European Journal of Marketing, 39(11/12), 1264-1290. Srivastava, R. K., Shervani, T. A., et al. (1999). Marketing, business processes and shareholder value: An organizationally embedded view of marketing activities and discipline of marketing. Journal of Marketing, 63(4), 168-179. Jarad, R., Palacios, M., et al. (2011). E-CRM in SMEs: An exploratory study in Sangammer region of Maharashtra in India. Paper presented at the 5th International Conference an Industrial Engineering and Industrial Management, Cartagena. Mithas, S., Krishnan, M. S., et al. (2005). Why do customer relationship management applications affect customer satisfaction? Journal of Marketing, 69(4), 201-209. Aspara, J. (2011). Documentation and continuous development of processes for customer management: Implications for profitable growth. . Australasian Marketing Journal, 19(4), 267-280. Ramdani, B., & Kawalek, P. (2008). Predicting SMEs willingness to adopt ERP, CRM, SCM and e Procurement systems. Paper presented at the 16th European Conference on Information Systems, Galway, Ireland. Keramati, A., Hamed, M., et al. (2010). A process-oriented perspective on customer relationship management and organizational performance: an empirical investigation. Industrial Marketing Management, 39(1170-1180). Payne, A., & Frow, P. (2005). A strategic framework for CRM. Journal of Marketing, 69(4), 167-176. Reinartz, W. J., Krafft, M., & Hoyer, W. D. (2003).‖ Measuring the customer relationship management construct and linking it to performance outcomes‖ Working Paper Series of the Teradata Center for Customer Relationship Management, Duke University Reinartz, W., & Kumar, V. (2000). ―On the profitability of long lifetime customers: An empirical investigation and implications for marketing‖, Journal of Marketing, Vol. 64, pp.17−35. Reinartz, W., Krafft, M., & Hoyer, W. D. (2004), ― The customer relationship management process: Its measurement and impact on performance‖, Journal of Marketing Research, XLI, 293−305. Day, G. S., & Van den Bulte, C. (2002). ―Superiority in customer relationship management: Consequences for competitive advantage and performance‖ Working paper, Wharton School of Economics, University of Pennsylvania Palmatier, R. W., Scheer, L. K., Houston, M. B., Evans, K. R., & Gopalakrishna, S. (2007). ―Use of relationship marketing programs in building customer-salesperson and customer-firm relationships: Differential influences on financial outcomes‖, International Journal of Research in Marketing, Vol.24, No. 3, pp. 210−223 Gustafsson, A., Johnson, M. D., & Roos, I. (2005). ―The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention‖, Journal of Marketing, Vol.69, No.4, pp. 210−218. Mithas, S., Krishnan, M. S., & Fornell, C. (2005). ―Why do customer relationship management applications affect customer satisfaction?‖ Journal of Marketing, Vol.69, No.4, pp.201−209 Kamakura,W. A., Mittal, V., de Rosa, F., & Mazzon, J. A. (2002). ―Assessing the service profit chain. Marketing Science‖, Vol. 21,No.3, pp.294−317. Jones, E., Sundaram, S., & Chin, W. (2002). ―Factors leading to sales force automation use: a longitudinal analysis.‖, Journal of Personal Selling and Sales Management, Vol. 22, No.3, pp. 145−156. LOŠŤÁKOVÁ, H. (2007). ―BALANCED SCORECARD MODIFICATION WHILE APPLYING CRM STRATEGY‖, VADYBA / MANAGEMENT. Vol. 3, No. 4, pp.16-17 Lavalle,s. & and Brian S. (2004). ―CRM Done Right: Executive Handbook for Realizing the Value of CRM‖, IBM Business Consulting Services, http://www-1.ibm.com/services/us/index.wss/ summary/bcs/a1002689 Dutu, C., Halmajan, H. (2011). ―The Effect of Organizational Readiness on CRM and Business Performance‖, International Journal of Computers, Vol.1, No.2, pp. 106-114.