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Business Process Management Journal, ISSN 1463-7154, 10/2003, Volume 9, Issue 5, pp. 672 - 688
Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company's customers. It is an integrated... 
Relationship marketing | Integration | Business process re-engineering | Customer relations | Studies | Business process reengineering | Organization theory | Customer relationship management
Journal Article
Information & Management, ISSN 0378-7206, 01/2014, Volume 51, Issue 1, pp. 27 - 42
Journal Article
International Journal of Contemporary Hospitality Management, ISSN 0959-6119, 01/2016, Volume 28, Issue 1, pp. 89 - 112
Purpose - The purpose of this research is to empirically investigate the impact of organizational culture on implementing customer relationship management... 
International hospitality | Customer relationship management (CRM) | Chain hotel | Organizational culture | Hotel industry | Marketing strategy | IMPACT | SUCCESS | MANAGEMENT | ADOPTION | HOSPITALITY, LEISURE, SPORT & TOURISM | MODEL | Studies | Literature reviews | Customer relationship management | Hotels & motels | Quality | Corporate culture | Research | Cultural change | Success | Marketing
Journal Article
Journal of Small Business and Enterprise Development, ISSN 1462-6004, 2013, Volume 20, Issue 4, pp. 824 - 848
Purpose – The aim of this paper is to use an innovation decision process to examine CRM technology adoption in small to medium-sized enterprises and its... 
Innovation decision | Adoption process | Organisation characteristics | Customer relationship management | SMEs | CRM | Studies | Customer retention | Population | Small & medium sized enterprises-SME | Information technology | Success
Journal Article
Journal of Business Research, ISSN 0148-2963, 10/2016, Volume 69, Issue 10, pp. 4095 - 4102
This article uses the customer portfolio management (CPM) approach to examine how a company can define the value of customers and segment these customers into... 
Silver customers | Bronze customers | Customer portfolio management | Platinum customers | Gold customers | Portfolio parameters | NETWORKS | BUSINESS | PRODUCT PORTFOLIO | DECISIONS | IMPACT | DYNAMICS | KEY | Silver | Portfolio management | Customer relationship management | Business schools
Journal Article
Journal of Business Research, ISSN 0148-2963, 10/2016, Volume 69, Issue 10, p. 4095
  This article uses the customer portfolio management (CPM) approach to examine how a company can define the value of customers and segment these customers... 
Studies | Market segments | Customer relationship management
Journal Article
Journal of business research, ISSN 0148-2963, 10/2016, Volume 69, Issue 10, pp. 4095 - 4095
This article uses the customer portfolio management (CPM) approach to examine how a company can define the value of customers and segment these customers into... 
Studies | Market segments | Customer relationship management
Journal Article
Behaviour & Information Technology, ISSN 0144-929X, 10/2017, Volume 36, Issue 10, pp. 1020 - 1036
Journal Article
Business Process Management Journal, ISSN 1463-7154, 10/2003, Volume 9, Issue 5, pp. 592 - 602
The number of customer relationship management (CRM) implementations has grown dramatically in recent years. However, few academic studies of the issues... 
Customer information | United Kingdom | Integration | Customer relations | Studies | Strategic management | Customer relationship management
Journal Article
Asia Pacific Education Review, ISSN 1598-1037, 04/2019
Journal Article
Tourism and Hospitality Management, ISSN 1330-7533, 2018, Volume 24, Issue 1, pp. 63 - 86
Journal Article
Government Information Quarterly, ISSN 0740-624X, 2011, Volume 28, Issue 3, pp. 346 - 353
This paper examines the impact of Customer Relationship Management (CRM) technology on organizational change in local governments in the United States. The... 
Survey research | e-Government | Organizational change | Customer Relationship Management | E-Government | MODELS | INFORMATION SCIENCE & LIBRARY SCIENCE | LOCAL GOVERNMENTS | ADOPTION | INNOVATION | INFORMATION-SYSTEMS | TRUST
Journal Article
International Journal of Customer Relationship Marketing and Management, ISSN 1947-9247, 04/2018, Volume 9, Issue 2, pp. 1 - 15
Journal Article
Industrial Marketing Management, ISSN 0019-8501, 08/2013, Volume 42, Issue 6, pp. 855 - 861
CRM data is among the most important and comprehensive information available to management in many organizations. This is particularly the case in... 
Customer–supplier information | Customer databases | Data-driven decision-making | Customer relationship management | Customer-supplier information | MANAGEMENT | DYNAMIC-MODEL | MARKETS | BUSINESS | SATISFACTION | IMPACT | COMMITMENT | BUYER-SELLER RELATIONSHIPS | TRUST | Analysis | Business-to-business market
Journal Article
International Journal of Contemporary Hospitality Management, ISSN 0959-6119, 01/2016, Volume 28, Issue 1, pp. 89 - 112
Purpose The purpose of this research is to empirically investigate the impact of organizational culture on implementing customer relationship management (CRM)... 
Studies | Corporate culture | Hotels & motels | Customer relationship management | Hospitality industry
Journal Article
Journal of Hospitality and Tourism Technology, ISSN 1757-9880, 2013, Volume 4, Issue 3, pp. 228 - 247
Purpose - The purpose of this paper is to investigate the relationship between CRM dimensions (i.e. customer orientation, CRM organization, knowledge... 
Technology based CRM | Customer orientation | Knowledge management | Hotel performance | CRM organization | CRM | Studies | Competition | Hotels & motels | Customer relationship management | Hospitality industry
Journal Article
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