Purpose–To review the academic literature on customer relationship management (CRM),
provide a comprehensive bibliography and propose a method of classifying that literature …

The purpose of this paper is to provide academics and practitioners working with customer
relationship management (CRM) with a review of key topics, such as advances in CRM, the …

Purpose–This study seeks to extend the resource‐based view to the context of customer
relationship management. It is intended to develop a measurement model of customer …

Prompted, in part, by the highly publicized failure of customer relationship management
(CRM) initiatives, academic research on CRM has begun to flourish. While numerous …

Customer relationship management (CRM) and knowledge management (KM) have
become key strategic tool for all companies, especially in the current competitive …

This article uses the customer portfolio management (CPM) approach to examine how a
company can define the value of customers and segment these customers into portfolios. By …

Purpose Few well-documented studies have explained the importance of researching firms'
marketing analytics capability (FMAC). In spite of its significance, there is scant attention to …

Purpose–Efforts made in extant literature to link the components of customer relationship
management (CRM) strategy to its implementation are insufficient. This paper aims to …

Abstract Customer Relationship Management (CRM) means different things to different
people. For some, CRM is the term used to describe a set of IT applications that automate …

Customer relationship management (CRM) implementation initiatives have been marred by
failure, which many in the popular and academic literature attribute to limited technology …