In this paper we present a framework that aims to answer the central question why some organizations are successful in the CRM domain, while others are not. The framework is built...
The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. Yet recent articles in the business press have described CRM imp...
Implementing a CRM Analytics solution for a business involves many steps including data extraction, populating the extracted data into a warehouse, and running an appropriate mini...
Joseph P. Bigus, Upendra Chitnis, Prasad M. Deshpa...
Drawing upon the resource-based view and the process-oriented view, we develop a conceptual model to examine the business value of customer relationship management (CRM) systems, ...
The web is fast maturing into an important marketing medium that provides businesses with the ability to undertake oneto-one marketing and provide personalised services to their cu...
Sarabjot S. Anand, Matthias Baumgarten, Alex G. B&...