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Customer relationship management

Known as: Sales 2.0, Customer-centric relationship management, Consumer relationship 
Customer relationship management (CRM) is an approach to managing a company's interaction with current and potential future customers. The CRM… Expand
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Related topics

Related topics

50 relations
Automatic identification and data captureBusiness analyticsClientelingCloud computing
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Papers overview

Semantic Scholar uses AI to extract papers important to this topic.
Review
2019
Review
2019
Customer relationship management and big data enabled: Personalization & customization of services
Abstract The emergence of big data brings a new wave of Customer Relationship Management (CRM)’s strategies in supporting… Expand
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Review
2019
Review
2019
Towards Industry 4.0
The purpose of this paper is to present a comprehensive picture of the innovative efforts undertaken over time to develop the… Expand
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Review
2018
Review
2018
Customer engagement and online reviews
Abstract This study aims at understanding the role of customer engagement in writing online reviews by shoppers with specific… Expand
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Review
2017
Review
2017
Customer and Employee Incivility and Its Causal Effects in the Hospitality Industry
ABSTRACT The present research sought to understand customer and employee incivility in the hospitality industry. The study… Expand
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Highly Cited
2005
Highly Cited
2005
Why Do Customer Relationship Management Applications Affect Customer Satisfaction?
This research evaluates the effect of customer relationship management (CRM) on customer knowledge and customer satisfaction. An… Expand
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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
Scholars have questioned the effectiveness of several customer relationship management strategies. The author investigates the… Expand
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Highly Cited
2003
Highly Cited
2003
Understanding customer relationship management (CRM): People, process and technology
Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company's… Expand
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Highly Cited
2001
Highly Cited
2001
Customer Relationship Management
The present article proposes that the variety of existing managerial practices collectively described as “customer relationship… Expand
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Highly Cited
2000
Highly Cited
2000
Service Management and Marketing: A Customer Relationship Management Approach
The Service and Relationship Imperative: Managing In Service Competition. Managing Customer Relationships: An Alternative… Expand
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Highly Cited
2000
Highly Cited
2000
Customer Relationship Management (CRM) in Financial Services
Today, many financial services organisations are rushing to become more customer focused. A key component of many initiatives is… Expand
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