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.
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18 Feb 2004
TL;DR: The Convergence of Company and Consumer 1. Co-creation 2. Preconditions for co-creation 3. Experience Innovation 4. Personalized Experiences 5. Experience Network The Market as a Forum for Experiences Part Two: Co-Creating the Future 7. The Competitive Space 8. Manager as Consumer 10. Rapid Knowledge Creation 11. Strategy as Discovery 12. Building New Capabilities The Emerging Reality of Governance as discussed by the authors
Abstract: Introduction Part One: Convergence of Company and Consumer 1. Co-creation 2. Pre-conditions for Co-creation 3. Experiences in Co-creation 4. Experience Innovation 5. Personalized Experiences 6. Experience Network The Market as a Forum for Experiences Part Two: Co-Creating the Future 7. The Competitive Space 8. Creating New Strategic Capital 9. Manager as Consumer 10. Rapid Knowledge Creation 11. Strategy as Discovery 12. Building New Capabilities The Emerging Reality of Governance
1,962 citations
TL;DR: In this article, the authors developed a conceptual framework for customer relationship management (CRM) that helps broaden the understanding of CRM and its role in enhancing customer value and, as a result, shareholder value.
Abstract: In this article, the authors develop a conceptual framework for customer relationship management (CRM) that helps broaden the understanding of CRM and its role in enhancing customer value and, as a result, shareholder value. The authors explore definitional aspects of CRM, and they identify three alternative perspectives of CRM. The authors emphasize the need for a cross-functional, process-oriented approach that positions CRM at a strategic level. They identify five key cross-functional CRM processes: a strategy development process, a value creation process, a multichannel integration process, an information management process, and a performance assessment process. They develop a new conceptual framework based on these processes and explore the role and function of each element in the framework. The synthesis of the diverse concepts within the literature on CRM and relationship marketing into a single, process-based framework should provide deeper insight into achieving success with CRM strategy...
1,871 citations
TL;DR: In this paper, the authors examined the effects of customer satisfaction, affective commitment, and calculative commitment on retention of telecommunications services and further examined the potential for situational and reactional trigger conditions to moderate the satisfaction-retention relationship.
Abstract: In a study of telecommunications services, the authors examine the effects of customer satisfaction, affective commitment, and calculative commitment on retention. The study further examines the potential for situational and reactional trigger conditions to moderate the satisfaction–retention relationship. The results support consistent effects of customer satisfaction, calculative commitment, and prior churn on retention. Prior churn also moderates the satisfaction–retention relationship. The results have implications for both customer relationship managers and researchers who use satisfaction surveys to predict behavior.
1,562 citations
TL;DR: In this article, the authors conceptualize a construct of the CRM process and its dimensions, operationalize and validate the construct, and empirically investigate the organizational performance consequences of implementing CRM processes.
Abstract: An understanding of how to manage relationships with customers effectively has become an important topic for both academicians and practitioners in recent years. However, the existing academic literature and the practical applications of customer relationship management (CRM) strategies do not provide a clear indication of what specifically constitutes CRM processes. In this study, the authors (1) conceptualize a construct of the CRM process and its dimensions, (2) operationalize and validate the construct, and (3) empirically investigate the organizational performance consequences of implementing CRM processes. Their research questions are addressed in two cross-sectional studies across four different industries and three countries. The first key outcome is a theoretically sound CRM process measure that outlines three key stages: initiation, maintenance, and termination. The second key result is that the implementation of CRM processes has a moderately positive association with both perceptual a...
1,375 citations
TL;DR: In this article, the authors introduce a new "pinball" framework of new media's impact on relationships with customers and identify key new media phenomena which companies should take into account when managing their relationships with customer in the new media universe.
Abstract: Recent years have witnessed the rise of new media channels such as Facebook, YouTube, Google, and Twitter, which enable customers to take a more active role as market players and reach (and be reached by) almost everyone anywhere and anytime. These new media threaten long established business models and corporate strategies, but also provide ample opportunities for growth through new adaptive strategies. This paper introduces a new ‘‘pinball’’ framework of new media’s impact on relationships with customers and identifies key new media phenomena which companies should take into account when managing their relationships with customers in the new media universe. For each phenomenon, we identify challenges for researchers and managers which relate to (a) the understanding of consumer behavior, (b) the use of new media to successfully manage customer interactions, and (c) the effective measurement of customers’ activities and outcomes.
1,285 citations