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Customer relationship management
Known as:
Sales 2.0
, Customer-centric relationship management
, Consumer relationship
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Customer relationship management (CRM) is an approach to managing a company's interaction with current and potential future customers. The CRM…
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Related topics
50 relations
Automatic identification and data capture
Business analytics
Clienteling
Cloud computing
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Papers overview
Semantic Scholar uses AI to extract papers important to this topic.
Highly Cited
2013
Highly Cited
2013
From social media to social customer relationship management
C. Baird
,
Gautam Parasnis
IEEE Engineering Management Review
2013
Corpus ID: 52810524
This publication contains reprint articles for which IEEE does not hold copyright. Full text is not available on IEEE Xplore for…
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Highly Cited
2005
Highly Cited
2005
Why Do Customer Relationship Management Applications Affect Customer Satisfaction?
Sunil Mithas
,
M. Krishnan
,
C. Fornell
2005
Corpus ID: 4650003
This research evaluates the effect of customer relationship management (CRM) on customer knowledge and customer satisfaction. An…
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Highly Cited
2004
Highly Cited
2004
Data Mining Techniques: For Marketing, Sales, and Customer Relationship Management
G. Linoff
,
Michael A. Berry
2004
Corpus ID: 60826687
The leading introductory book on data mining, fully updated and revised!When Berry and Linoff wrote the first edition of Data…
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Highly Cited
2004
Highly Cited
2004
Customer Portfolio Management: Toward a Dynamic Theory of Exchange Relationships
Michael D. Johnson
,
F. Selnes
2004
Corpus ID: 55647843
Management of an entire portfolio of customers who are at different relationship stages requires a dynamic theory of exchange…
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Highly Cited
2003
Highly Cited
2003
Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development
P. Verhoef
2003
Corpus ID: 14658686
Scholars have questioned the effectiveness of several customer relationship management strategies. The author investigates the…
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Highly Cited
2003
Highly Cited
2003
Understanding customer relationship management (CRM): People, process and technology
I. Chen
,
K. Popovich
Bus. Process. Manag. J.
2003
Corpus ID: 2362894
Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company's…
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Highly Cited
2002
Highly Cited
2002
Dynamic Customer Relationship Management: Incorporating Future Considerations into the Service Retention Decision
Katherine N. Lemon
,
T. White
,
R. Winer
2002
Corpus ID: 9990589
The authors examine the influence of customer future-focused considerations, over and above the effects of satisfaction, on the…
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Highly Cited
2001
Highly Cited
2001
Customer Relationship Management
H. Fröschle
HMD Prax. Wirtsch.
2001
Corpus ID: 2129106
The present article proposes that the variety of existing managerial practices collectively described as “customer relationship…
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Highly Cited
2000
Highly Cited
2000
Service Management and Marketing: A Customer Relationship Management Approach
C. Grönroos
2000
Corpus ID: 166867476
The Service and Relationship Imperative: Managing In Service Competition. Managing Customer Relationships: An Alternative…
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Highly Cited
2000
Highly Cited
2000
Accelerating Customer Relationships: Using Crm and Relationship Technologies
R. Swift
2000
Corpus ID: 109661938
Leverage people, processes, activities, information, and technologies to... Acquire new, more profitable customers Build long…
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