scispace - formally typeset
Search or ask a question
Topic

Customer relationship management

About: Customer relationship management is a research topic. Over the lifetime, 12852 publications have been published within this topic receiving 264200 citations. The topic is also known as: CRM & Customer Relationship Management System.


Papers
More filters
Journal ArticleDOI
TL;DR: The authors explored the theoretical foundations of customer engagement by drawing on relationship marketing theory and the service-dominant (S-D) logic, and developed a general definition of CE, and distinguish the concept from other relational concepts, including participation and involvement.
Abstract: In today’s highly dynamic and interactive business environment, the role of “customer engagement” (CE) in cocreating customer experience and value is receiving increasing attention from business practitioners and academics alike. Despite this interest, systematic scholarly inquiry into the concept and its conceptual distinctiveness from other, associated relational concepts has been limited to date. This article explores the theoretical foundations of CE by drawing on relationship marketing theory and the service-dominant (S-D) logic. The analysis also examines the use of the term “engagement” in the social science, management, and marketing academic literatures, as well as in specific business practice applications. Five fundamental propositions (FPs) derived from this analysis are used to develop a general definition of CE, and distinguish the concept from other relational concepts, including “participation” and “involvement.” The five propositions are used in the development of a framework for future r...

2,390 citations

Book
16 Dec 2003
TL;DR: In this paper, the authors present a strategy map for aligning intangible assets to enterprise strategy and planning the campaign, which is based on the Strategy Map to Strategy Map (SMSM) framework.
Abstract: 1 Introduction 2 Strategy Maps 3 Operations Management Processes 4 Customer Management 5 Innovation Processes 6 Managing Regulatory and Societal Processes 7 Aligning Intangible Assets to Enterprise Strategy 8 Human Capital Readiness 9 Information Capital Readiness 10 Organization Capital 11 Customizing Your Strategy Map to Your Strategy 12 Planning the Campaign

2,212 citations

Journal ArticleDOI
TL;DR: The concept of customer engagement behaviors (CEB) as discussed by the authors is defined as the customers' behavioral manifestation toward a brand or firm, beyond purchase, resulting from motivational drivers, which includes a vast array of behaviors including word-of-mouth (WOM) activity, recommendations, helping other customers, blogging, writing reviews, and even engaging in legal action.
Abstract: This article develops and discusses the concept of customer engagement behaviors (CEB), which we define as the customers’ behavioral manifestation toward a brand or firm, beyond purchase, resulting from motivational drivers. CEBs include a vast array of behaviors including word-of-mouth (WOM) activity, recommendations, helping other customers, blogging, writing reviews, and even engaging in legal action. The authors develop a conceptual model of the antecedents and consequences—customer, firm, and societal—of CEBs. The authors suggest that firms can manage CEBs by taking a more integrative and comprehensive approach that acknowledges their evolution and impact over time.

2,180 citations

Journal ArticleDOI
TL;DR: In this article, a dynamic theory of "customer relationships" in bank loan markets is presented, based on a traditional view of bank lending behavior, first spelled out by Hodgman and Kane and Malkiel (1965) and later elaborated upon by Wood (1975).
Abstract: Customer relationships arise between banks and firms because, in the process of lending, a bank learns more than others about its own customers. This information asymmetry allows lenders to capture some of the rents generated by their older customers; competition thus drives banks to lend to new firms at interest rates which initially generate expected losses. As a result, the allocation of capital is shifted toward lower quality and inexperienced firms. This inefficiency is eliminated if complete contingent contracts are written or, when this is costly, if banks can make nonbinding commitments that, in equilibrium, are backed by reputation. THIS PAPER DERIVES A dynamic theory of "customer relationships" in bank loan markets. The theory builds on a traditional view of bank lending behavior, first spelled out by Hodgman (1961) and Kane and Malkiel (1965) and later elaborated upon by Wood (1975). According to this view, an essential factor underlying a bank's loan pricing policy is its impact on the bank's stock of loyal customers, as well as on those customers' deposits. Rather than take relationships as a given, we examine the implications of the view expressed, for example, by Fama (1985), that they arise because of "inside information" generated by the history of bankfirm interactions. In our theory, customer relationships arise endogenously as a consequence of the asymmetric evolution of information sets. In contrast with most theories of pricing under asymmetric information, though, the key informational asymmetry postulated here is that which arises between agents on the same side of the market. We exploit the presumption, made by Kane and Malkiel (1965) and Fama (1985), that a bank which actually lends to a firm learns more about that borrower's characteristics than do other banks. A fundamental consequence of this asymmetric evolution of information is the potential creation of ex post, or temporary, monopoly power. If it is relatively costly for banks and firms to write multiperiod contingent contracts, this ex post monopoly power has undesirable effects on the allocation of capital. Even though banks earn zero expected profit over the lifespan of the average customer relationship, they are not disciplined by the market to offer

2,064 citations

Book
01 Jan 1988
TL;DR: The Laudons' Management Information Systems: Managing the Digital Firm, seventh edition, is an indispensable text for anyone who wants to succeed in the e-business world.
Abstract: From the Publisher: It's not business as usual anymore . . . Why? Because digital firms are emerging. Businesses can no longer survive today without becoming digital. That's why you need the Laudons' Management Information Systems: Managing the Digital Firm, seventh edition, an indispensable text for anyone who wants to succeed in the e-business world. What is the Digital Firm? It's a firm where any piece of information required for business decisions is available at any time and anywhere in the organization. It's a firm where all the significant business relationships are digitally enabled. The Laudons will show you how to organize, manage, communicate, and lead as more firms go digital in the coming years. THE LAUDON ADVANTAGE The Laudons' Management Information Systems is the world's top-selling MIS text. Here you'll find opportunities to build the skills and acquire the knowledge you'll need to use information systems successfully in your business career. Leading-Edge If you want to know how to take maximum advantage of the latest technology and business trends, the Laudons are the place to start. Along with MIS foundation concepts, you'll find the most up-to-the-minute coverage of leading-edge topics, such as: digital firms, e-commerce, e-business, the wireless Web, enterprise systems, customer relationship management, supply chain management, application service providers, on-line storage services, optical networks, broadband access, peer-to-peer computing, business-to-business exchanges, scalability, and high-availability computing. The Laudon Management-Organisation-TechnologyFramework You'll need a framework to help you understand and analyze business problems and information systems as you move into the business world. The Laudons' Management-Organization-Technology framework is a well respected methodology in the field of Management Information Systems. You'll see it emphasized in cases, in-text explanations, and projects throughout the text. The Laudons' Management Information Systems, seventh edition, is a text that not only offers you the most current and well-respected insights into the MIS field but a companion you'll want to use over and over again in your current courses and future career.

1,983 citations


Network Information
Related Topics (5)
Competitive advantage
46.6K papers, 1.5M citations
91% related
Organizational learning
32.6K papers, 1.6M citations
84% related
Corporate social responsibility
45.5K papers, 1M citations
84% related
Entrepreneurship
71.7K papers, 1.7M citations
83% related
Empirical research
51.3K papers, 1.9M citations
81% related
Performance
Metrics
No. of papers in the topic in previous years
YearPapers
2023126
2022301
2021423
2020620
2019631
2018618