Gaining customer knowledge through analytical CRM

Industrial Management and Data Systems

Volumn 105, Issue 7, 2005, Pages 955-971

  Xu, Mark ^a   Walton, John ^a  

^a UNIVERSITY OF PORTSMOUTH   (United Kingdom)

Author keywords

Customer information; Customer relations; Customer retention; Information systems; Knowledge management; United Kingdom

Indexed keywords

COMPUTER SOFTWARE; DATA REDUCTION; INFORMATION MANAGEMENT; KNOWLEDGE ACQUISITION; SOCIETIES AND INSTITUTIONS;

CUSTOMER RELATIONS; CUSTOMER RETENTION; INFORMATION SYSTEMS; KNOWLEDGE MANAGEMENT; UNITED KINGDOM;

INDUSTRIAL MANAGEMENT;

EID: 25144451833     PISSN: 02635577     EISSN: None     Source Type: Journal    
DOI: 10.1108/02635570510616139     Document Type: Article

References (45)

1. Ahn, J.Y., Kim, S.K. and Han, K.S. (2003), "On the design concepts for CRM system", Industrial Management & Data Systems, Vol. 103 No. 5, pp. 324-31.
2. Alexander, D. and Turner, C. (2001), The CRM Pocketbook, Management Pocketbooks Ltd, Alresford.
3. Bolton, M. (2004), "Customer centric business processing", International Journal of Productivity and Performance Management, Vol. 53 No. 1, pp. 44-51.
4. Bose, R. (2002), "Customer relationship management: key components for IT success", Industrial Management & Data Systems, Vol. 102 No. 2, pp. 89-97.
5. Bose, R. and Sugumaran, V. (2003), "Application of knowledge management technology in customer relationship management", Knowledge & Process Management, Vol. 10 No. 1, pp. 3-17.
6. Campbell, A. (2003), "Creating customer knowledge: managing customer relationship management programs strategically", Industrial Marketing Management, Vol. 32 No. 5, pp. 375-83.
7. Chaudhury, A. and Kuiboer, J.P. (2002), e-Business and e-Commerce Infrastructure, McGraw-Hill, New York, NY, p. 424.
8. Choy, K.L., Fan, K.K. and Lo, V. (2003), "Development of an intelligent customer-supplier relationship management system: the application of case-based reasoning", Industrial Management & Data Systems, Vol. 103 No. 4, pp. 263-74.
9. Daft, R., Sormunen, J. and Parks, D. (1988), "Chief executive scanning, environmental characteristics, and company performance: an empirical study", Strategic Management Journal, Vol. 9 No. 2, pp. 123-39.
10. Drucker, P. (1996), "The information executives truly need", Harvard Business Review, January-February, pp. 54-62.
11. Drucker, P. (1998), "The coming of new organisation", Harvard Business Review, January-February, pp. 45-53.
12. Dyer, N.A. (1998), "What's in a relationship (other than relations)?", Insurance Brokers Monthly & Insurance Adviser, Vol. 48 No. 7, pp. 16-17.
13. Eckerson, W. and Watson, H. (2001), "Harnessing customer information for strategic advantage: technical challenges and business solutions", Industry Study, The Data Warehousing Institute, Seattle, WA, p. 6.
14. Feinberg, R.A., Kadam, R., Hokama, L. and Kim, I. (2002), "The state of electronic customer relationship management in retailing", International Journal of Retail & Distribution Management, Vol. 30 No. 10, pp. 470-81.
15. Ferguson, T., Lin, B. and Chen, J. (2004), "Leveraging the workforce using information technology: a financial service case study", International Journal of Management Enterprise Development, Vol. 1 No. 4, pp. 316-32.
16. Forrester Research (2001), "Glossary", available at: www.forrester.com.
17. Hansen, M., Nohira, N. and Tierney, T. (1999), "What's your strategy for managing knowledge?", Harvard Business Review, March-April, pp. 106-16.
18. Harvey, D. (2001), "Tougher times ahead", Conspectus - The IT Report for Directors and Decision Makers, October, pp. 38-9.
19. Hung, Y.C., Huang, S.M., Lin, Q.P. and Tsao, M.L. (2005), "Critical factors in adopting a knowledge management system for the pharmaceutical industry", Industrial Management & Data Systems, Vol. 105 No. 2, pp. 164-83.
20. Kandampully, J. and Duddy, R. (1999), "Relationship marketing: a concept beyond primary relationship", Marketing Intelligence & Planning, Vol. 17 No. 7.
21. Kotorov, R. (2002), "Ubiquitous organisation: organisational design for e-CRM", Business Process Management Journal, Vol. 8 No. 3, pp. 218-32.
22. Kracklauer, A.H. and Mills, D.Q. (Eds) (2004), Collaborative Customer Relationship Management: Taking CRM to the Next Level, Springer, Berlin.
23. Lee, S.M. and Hong, S. (2002), "An enterprise-wide knowledge management system infrastructure", Industrial Management & Data Systems, Vol. 102 No. 1, pp. 17-25.
24. Luck, D. and Lancaster, G. (2003), "E-CRM: customer relationship marketing in the hotel industry", Managerial Auditing Journal, Vol. 18 No. 3, pp. 213-31.
25. Marcus, C. (2001), "Effective CRM requires sound segmentation", Research Notes, Gartner Research, available at: www.gartner.com.
26. Minna, R. and Aino, H. (2005), "Customer knowledge management competence: towards a theoretical framework", Proceedings of the 38th Hawaii International Conference on System Sciences, IEEE 0-7695-2268-8/05, available at: www.hiess.hawaii.edu/home.htm.
27. Paiva, E.L., Roth, A.V. and Fensterseifer, J.E. (2002), "Focusing information in manufacturing: a knowledge management perspective", Industrial Management & Data Systems, Vol. 102 No. 7, pp. 381-9.
28. Roscoe, D. (2003), "So what is the future for CRM?", Journal of Customer Management, pp. 42-3.
29. Rowley, J. (2002), "Eight questions for customer knowledge management in e-business", Journal of Knowledge Management, Vol. 6 No. 5, pp. 500-11.
30. Rowley, J. (2004), "Partnering paradigms? Knowledge management and relationship marketing", Industrial Management & Data Systems, Vol. 104 No. 2, pp. 149-57.
31. Sap.com (2003), "SAP white paper - analytical CRM", available at: www.sap.com.
32. Shaw, C. and Ivens, J. (2002), "The seven philosophies of building great customer experiences", Journal of Customer Management, Novemver, pp. 40-3.
33. Snyder, M. and Davidson, I. (2003), "In trouble?", Conspectus - The IT Report for Directors and Decision Makers, pp. 30-2.
34. Sweet, P. (2001), "CRM purse strings tighten", Conspectus - The IT Report for Directors and Decision Makers, October, pp. 2-4.
35. Sweet, P. (2002), "Users keep the faith", Conspectus - The IT Report for Directors and Decision Makers, October, pp. 2-4.
36. Sweet, P. (2003), "New wave of CRM", Conspectus - The IT Report for Directors and Decision Makers, March, pp. 2-4.
37. Sweet, P. (2004), "Light at the end of CRM tunnel", Conspectus - The IT Report for Directors and Decision Makers, March, pp. 2-4.
38. Swift, R.S. (2001), Accelerating Customer Relationship Using CRM and Relationship Technologies, Prentice-Hall, Englewood Cliffs, NJ.
39. Taylor, S. and Hunter, G. (2002), "The impact of loyalty with e-CRM software and e-services", International Journal of Service Industry Management, Vol. 13 No. 5, pp. 452-74.
40. Tzokas, N. and Saren, M. (2002), "Competitive advantage, knowledge and relationship marketing: where, what and how?", Journal of Business & Industrial Marketing, Vol. 19 No. 2, pp. 124-35.
41. Wells, J.D., Fuerst, W.L. and Choobineh, J. (1999), "Managing information technology (IT) for one-to-one customer interaction", Information & Management, Vol. 35, p. 54.
42. Xu, X., Kaye, G.R. and Duan, Y. (2003), "UK executives' vision on business environment for information scanning - a cross-industry study", Information & Management: The International Journal of Information Systems Applications, Vol. 40 No. 5, pp. 381-9.
43. Xu, Y., Yen, D., Lin, B. and Chou, D. (2002), "Adopting customer relationship management technology", Industrial Management & Data Systems, Vol. 102 No. 8, pp. 442-52.
44. Zineldin, M. (1999), "Exploring the common ground of total relationship management and total quality management (TQM)", Management Decision, Vol. 37 No. 9.
45. Zineldin, M. (2000), "Beyound relationship marketing: technologicalship marketing", Marketing Intelligence & Planning, Vol. 18 No. 1.