Journal Article10.1509/JMKG.2005.69.4.155
A Customer Relationship Management Roadmap: What Is Known, Potential Pitfalls, and Where to Go
TL;DR: In this article, the authors describe how the special section on customer relationship management (CRM) was developed and describe the activities that were designed to promote interactions among marketing academics and practitioners.
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Abstract: The goal of this preface is to describe how the special section on customer relationship management (CRM) was developed. In May 2003, Richard Staelin, Executive Director of the Teradata Center for Customer Relationship Management at Duke University, proposed that Journal of Marketing (JM) publish a special section. The proposal included activities that were designed to promote interactions among marketing academics and practitioners; the goal was to stimulate dialogue and new research on CRM. I found the proposal attractive because CRM is a broad-based topic that interests many marketers. After extensive discussion, the American Marketing Association (AMA) and the Teradata Center formally agreed to cosponsor the special section. Subsequently, there was a conference on Relationship Marketing and Customer Relationship Management (cochaired by Michael Ehret, Wesley Johnston, Michael Kleinaltenkamp, and Lou Pelton) that took place at Freie Universitat Berlin in the summer of 2003; a conference on Cus...
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Citations
Invited Commentary---The Implications of “Big M” Marketing for Modeling Service and Relationships
TL;DR: In this article, the authors identify challenges, opportunities, and priorities for improving models of service and relationships, as well as a thought-provoking agenda for future research, and identify some challenges and opportunities for improving these models.
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A study into the foundations of CRM success
TL;DR: In 'De brug naar spiritualiteit & creativiteit' as discussed by the authors, the authors ingegaan op de spirituele kracht van de creativitie and the creatieve krachteveit van de spiritualit.
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•Dissertation
Effect of customer perceived value on customer relationship management performance in automobile industry in Iran
Zahra Ehsani
- 01 Nov 2015
TL;DR: Based on relationship marketing theory and consumption experience theory, the relationship between customers perceived value with customer relationship management (CRM) performance is examined in this paper, where the measurement of customer perceived value includes functional value, social value, emotional value and epistemic value while CRM performance is measured through the intangible and tangible aspect.
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References
The Commitment-Trust Theory of Relationship Marketing
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