Customer relationship management in retailing: A content analysis of retail trade journals

  title={Customer relationship management in retailing: A content analysis of retail trade journals},
  author={Joan L. Anderson and L. Jolly and A. Fairhurst},
  journal={Journal of Retailing and Consumer Services},
  • Joan L. Anderson, L. Jolly, A. Fairhurst
  • Published 2007
  • Business
  • Journal of Retailing and Consumer Services
  • Abstract The purpose of this research was to increase knowledge and understanding of how retailers use business intelligence and data mining tools to implement customer relationship management (CRM) in retailing. Specific objectives were to (1) identify organization and infrastructure requirements for CRM effectiveness, (2) identify CRM objectives and goals of retail companies, (3) identify data mining tools utilized by retailers to perform CRM functions, and (4) identify CRM strategies used by… CONTINUE READING
    85 Citations

    Tables from this paper


    Strategic Firm Commitments and Rewards for Customer Relationship Management in Online Retailing
    • 287
    • PDF
    The Crm Handbook: A Business Guide to Customer Relationship Management
    • 454
    • PDF
    Data mining techniques for optimizing inventories for electronic commerce
    • 45
    • PDF
    A Strategic Framework for Customer Relationship Management
    • 1,719
    • PDF
    Why Do Customer Relationship Management Applications Affect Customer Satisfaction?
    • 692
    • PDF
    CRM done right.
    • 272
    Using a starfield visualization for analyzing product performance of online stores
    • 16
    • PDF