Strategies for successful CRM implementation

Information Management and Computer Security

Volumn 15, Issue 2, 2007, Pages 102-115

  Nguyen, ThuyUyen H ^a   Sherif, Joseph S ^b   Newby, Michael ^b  

^a Han's Corporation   (United States)

^b CALIFORNIA STATE UNIVERSITY   (United States)

Author keywords

Competitive advantage; Customers; Relationship marketing

Indexed keywords

DATABASE SYSTEMS; ELECTRONIC COMMERCE; INDUSTRIAL MANAGEMENT; INFORMATION SYSTEMS; MARKETING; SALES;

COMPETITIVE ADVANTAGE; CUSTOMER RELATIONSHIP MANAGEMENT (CRM); RELATIONSHIP MARKETING;

INFORMATION MANAGEMENT;

EID: 34249325836     PISSN: 09685227     EISSN: None     Source Type: Journal    
DOI: 10.1108/09685220710748001     Document Type: Article

References (24)

1. Anderson, S. (2006), "Sanity check", Destination CRM, Viewpoint, available at: Www.destinationcrm.com.
2. Beasty, C. (2006), "How sales teams should use CRM", Destination CRM, Feature, available at: Www.destinationcrm.com.
3. Business Development Unica Corporation (2006), "HDFC bank enhances bottom-line revenue through customer lifecycle marketing", CRM Project, available at: Www.crmproject.com.
4. Chryst, D. (2006), "Live the brand", Destination CRM, Viewpoint, available at: Www.destinationcrm.com.
5. Crockett, B. and Reed, K. (2003), "The foundation of insight: Three approaches to customer-centric understanding", The Ultimate CRM Handbook, McGraw-Hill, New York, NY.
6. Daft, R. (2003), Management, 6th ed., Thomson South-Western West, Mason, OH.
7. Dull, S. (2003), "Brand strategy: Why brand is at the forefront of next-generation CRM", The Ultimate CRM Handbook, McGraw-Hill, New York, NY.
8. Eechambadi, N. (2006), "Designing a customer experience that is consistent with the brand promise", CRM Project, Vol. 6, available at: Www.crmproject.com.
9. Freeland, J. (2003), "The new CRM imperative", The Ultimate CRM Handbook, McGraw-Hill, New York, NY.
10. Hicks, D. (2006), "Customer focus meets business agility: The business case for SOA", CRM Project, Vol. 6, available at: www.crmproject.com.
11. Kovacs, J. (2006), "How to embrace e-business and make it succeed", Destination CRM, Viewpoint, available at: www.destinationcrm.com.
12. Lubben, M. (2006), Ringing Down Costs, Factiva database by Primedia Business Magazines & Media, Chicago, IL, June 18, 2006.
13. Nunes, P., Bendix, B. and Goodman, J. (2003), "Channel strategy: avoiding channel conflicts", The Ultimate CRM Handbook, McGraw-Hill, New York, NY.
14. Oracle (2006), "Oracle customer relationship management", available at: Www.Oracle.com.
15. Phelon, P. (2004), "Destination CRM: Why customer satisfaction and loyalty are not enough", available at; www.destinationcrm.com.
16. Priemer, B. (2006), "Five questions to ask when integrating content with business processes", KMworld, available at: Www.kmworld.com.
17. Ramsey, S. (2003), "Introduction: Strategy first, then CRM", The Ultimate CRM Handbook, McGraw-Hill, New York, NY.
18. SAP (2006), "CRM without compromise: With move to hybrid model, SAP offers customers more deployment options and more flexibility for growth without disruption", News, available at: Www.sap.com.
19. Smith, R. (2006), "The state of the CRM market", Destination CRM, Viewpoint, available at: Www.destinationcrm.com.
20. Springer, S. (2006), "The new frontier for retailers", Destination CRM, Viewpoint, available at: Www.destinationcrm.com.
21. Swift, R.S. (2001), Accelerating Customer Relationships: Using CRM and Relationship Technologies, Prentice-Hall, Upper Saddle River, NJ.
22. The ABCs of CRM (2005), "The ABCs of CRM", CIO Magazine, available at: Www.cio.com.
23. Wreden, N. (2004), "Build a customer P&L sheet", Destination CRM, Viewpoint, available at: Www.destinationcrm.com.
24. Zimmer, J. (2006), "Be ready to take the heat", Destination CRM, Viewpoint, available at: Www.destinationcrm.com.