Customer relationship management and service delivery

International Journal of Services, Technology and Management

Volumn 5, Issue 1, 2004, Pages 42-55

  Kapanen, Robert ^a  

^a SAP RESEARCH   (Germany)

Author keywords

Business processes; CRM; Customer retention; Customer satisfaction; Customer centric operations; Loyalty; Service delivery

Indexed keywords

AUTOMATION; COMMUNICATION CHANNELS (INFORMATION THEORY); INTERNET; MANAGEMENT SCIENCE; MARKETING; PERSONNEL; PLANNING; RESOURCE ALLOCATION; SALES; TELECOMMUNICATION SERVICES;

BUSINESS PROCESSES; CRM; CUSTOMER RELATIONSHIP MANAGEMENT; CUSTOMER RETENTION; CUSTOMER-CENTRIC OPERATIONS; LOYALTY; SERVICE DELIVERY;

CUSTOMER SATISFACTION;

EID: 2142645855     PISSN: 14606720     EISSN: None     Source Type: Journal    
DOI: 10.1504/IJSTM.2004.004025     Document Type: Article

References (21)

1. An estimated 70% of Fortune 1000 companies have either begun implementing ERP systems or plan to do so in the next year. Once back-office automation is in place, and the Year 2000 computer concerns are past, the next priority involves CRM and supply chain management. Supply chain management is beyond the scope of this paper, but shares many service issues with CRM.
2. 'IBM and Siebel Systems Form Global Strategic Alliance to Deliver CRM Solutions for e-business' IBM Press Release, Armonk, N.Y., October 28, 1999; 'IBM, Siebel Team On CRM Software' Melanie Austria Farmer, Staff Writer, CNET News.com, October 28, 1999; IBM (www.ibm.com).
3. 'IBM and Siebel Systems Form Global Strategic Alliance to Deliver CRM Solutions for e-business' IBM Press Release, Armonk, N.Y., October 28, 1999; 'IBM, Siebel Team On CRM Software' Melanie Austria Farmer, Staff Writer, CNET News.com, October 28, 1999; IBM (www.ibm.com).
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14. 'Onyx Debuts Onyx Enterprise Portal, The First Portal Solution in the Customer Relationship Management Industry' Customer Loyalty Today, October 1999.
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16. 'Putting the Service Profit Chain to Work', James L. Heskett, Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger, Harvard Business Review, March 1994.
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21. 'Vertical Applications: CIOs Are Facing Tough Decisions', Gartner Group; June 16, 1999.