Purpose – To review the academic literature on customer relationship management (CRM), provide a comprehensive bibliography and propose a method of classifying that literature.Design/methodology/approach – A range of online databases were searched to provide a comprehensive listing of journal articles on CRM. Six hundred articles were identified and reviewed for their direct relevance to CRM. Two hundred and five articles were subsequently selected. Each of these articles was further reviewed and classified. The review and classification process was independently verified. All papers were allocated to the main and sub‐categories based on the major focus of each paper.Findings – Papers and research on CRM falls into five broad categories (CRM – General, Marketing, Sales, Service and Support, and IT and IS) and a further 34 sub‐categories. The most popular areas covered by the papers lay in the sub‐category of CRM management, planning and strategy; and CRM general, concept, and study followed by papers in s...

Customer relationship management research (1992‐2002): An academic literature review and classification

In search of strategic management accounting: Theoretical and field study perspectives

Book review: introduction and reply to - the dappled world: a study of the boundaries of science

http://wak2.web.rice.edu/bio/My%20Reprints/Cross-selling%20through%20database%20marketing.pdf

Cross-selling through database marketing: a mixed data factor analyzer for data augmentation and prediction

The existing literature on the impact of information technology (IT) does not include rigorous theory building or empirical studies. This research seems to be the first comprehensive investigation towards the development of an empirically validated comprehensive model for understanding the potential impact of IT on organizational strategic variables. More specifically, organizational and industrial variables that appeared to be affected by IT are identified, measured, and operationalized in the form of a comprehensive model. This study is based on structured interviews with a carefully selected sample of 31 strategic managers who had experience using IT for strategic decisions. In addition, the variables included in the model are well grounded in the information systems literature. The variables are then empirically validated and their reliabilities critically tested. A comprehensive model is derived from these validated variables. The model is a first step towards measuring the overall potential impact of IT on an organization. The model can also be used to gauge IT's potential impact on individual strategic variables. A set of hypotheses is also presented for future research. The hypotheses primarily relate to the impact of IT on organizational strategic performance. The model provides an empirically validated foundation for testing of such hypotheses.

A Comprehensive Model for Measuring the Potential Impact of Information Technology on Organizational Strategic Variables

Database marketing for competitive advantage

There is no universally agreed definition of customer relationship management. Find out how leading experts define the term — and what the corporate world makes of the concept.

CRM Definitions — Defining customer relationship marketing and management

From the Publisher:
Some of the most costly information gathered in the course of a working day lies around unused. Some of it is in your head, your own or a colleague's filing system, some computerized, some out-of-date and often contradictory.

Computer Aided Marketing and Selling

Market research should have a great deal of potential for assisting managers who want to set goals and evaluate performance of marketing and customer-related activities. However, because of the low status, and apparent complexity surrounding both the research processes and the external MR industry as a whole, this potential is often overlooked or disregarded in practice. We develop a process model to explain the issues introduced during the lengthy journey from research survey data to management decision taking, and show how, in the broader context of management decision taking, improving the management of the market research process can result in better marketing accountability. The paper concludes with two interesting scenarios for the future direction of the MR industry, and some practical recommendations for client firms.

Robert Shaw

Papers

Database marketing for competitive advantage

CRM Definitions — Defining customer relationship marketing and management

Computer Aided Marketing and Selling

Improving Marketing Accountability through Better Management of the Market Research Process

How the smart card is changing retailing