메뉴 건너뛰기




Volumn 29, Issue 5, 2009, Pages 416-419

A case of managing customer relationship management systems: Empirical insights and lessons learned

Author keywords

Case study; Customer relationship management

Indexed keywords

SALES;

EID: 69349103592     PISSN: 02684012     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijinfomgt.2009.06.008     Document Type: Article
Times cited : (10)

References (28)
  • 1
    • 0037972505 scopus 로고    scopus 로고
    • Organizational actions, computer attitudes, and end-user satisfaction in public organizations: An empirical study
    • Aladwani A.M. Organizational actions, computer attitudes, and end-user satisfaction in public organizations: An empirical study. Journal of End User Computing 14 1 (2002) 42-49
    • (2002) Journal of End User Computing , vol.14 , Issue.1 , pp. 42-49
    • Aladwani, A.M.1
  • 5
    • 0027579157 scopus 로고
    • Information visualization using 3D interactive animation
    • Card S., Robertson G., and Mackinlay J. Information visualization using 3D interactive animation. Communications of the ACM 36 4 (1993) 57-71
    • (1993) Communications of the ACM , vol.36 , Issue.4 , pp. 57-71
    • Card, S.1    Robertson, G.2    Mackinlay, J.3
  • 6
    • 0002971926 scopus 로고    scopus 로고
    • External manifestations of trustworthiness in the interface
    • Cassell J., and Bickmore T. External manifestations of trustworthiness in the interface. Communications of the ACM 43 12 (2000) 50-56
    • (2000) Communications of the ACM , vol.43 , Issue.12 , pp. 50-56
    • Cassell, J.1    Bickmore, T.2
  • 12
    • 0035546298 scopus 로고    scopus 로고
    • Managing customer relationships through e-business decision support applications: A case of hospital-physician collaboration
    • Kohli R., Piontek F., Ellington T., VanOsdol T., Shepard M., and Brazel G. Managing customer relationships through e-business decision support applications: A case of hospital-physician collaboration. Decision Support Systems 32 (2001) 171-187
    • (2001) Decision Support Systems , vol.32 , pp. 171-187
    • Kohli, R.1    Piontek, F.2    Ellington, T.3    VanOsdol, T.4    Shepard, M.5    Brazel, G.6
  • 13
    • 0035546336 scopus 로고    scopus 로고
    • Re-engineering the customer relationship: Leveraging knowledge assets at IBM
    • Massey A.P., Montoya-Weiss M., and Holcom K. Re-engineering the customer relationship: Leveraging knowledge assets at IBM. Decision Support Systems 32 (2001) 155-170
    • (2001) Decision Support Systems , vol.32 , pp. 155-170
    • Massey, A.P.1    Montoya-Weiss, M.2    Holcom, K.3
  • 16
    • 1442300374 scopus 로고    scopus 로고
    • Using E-CRM for a unified view of the customer
    • Pan S.L., and Lee J.N. Using E-CRM for a unified view of the customer. Communications of the ACM 46 4 (2003) 95-99
    • (2003) Communications of the ACM , vol.46 , Issue.4 , pp. 95-99
    • Pan, S.L.1    Lee, J.N.2
  • 17
    • 44649095260 scopus 로고    scopus 로고
    • Customer-centric IS application development: Lessons from a case of developing an online auction site
    • Pan S.L., and Pan G. Customer-centric IS application development: Lessons from a case of developing an online auction site. Communications of the AIS 18 (2006) 395-412
    • (2006) Communications of the AIS , vol.18 , pp. 395-412
    • Pan, S.L.1    Pan, G.2
  • 18
    • 0032619638 scopus 로고    scopus 로고
    • Is your company ready for one-to-one marketing?
    • Peppers Don, Rogers Martha, and Dorf Bob. Is your company ready for one-to-one marketing?. Harvard Business Review 77 1 (1999) 151-160
    • (1999) Harvard Business Review , vol.77 , Issue.1 , pp. 151-160
    • Peppers Don1    Rogers Martha2    Dorf Bob3
  • 20
    • 4243136434 scopus 로고    scopus 로고
    • Customer relationship management in financial services: Towards information enabled relationship marketing
    • Ryals L., and Payne A. Customer relationship management in financial services: Towards information enabled relationship marketing. Journal of Strategic Marketing 9 (2001) 4-27
    • (2001) Journal of Strategic Marketing , vol.9 , pp. 4-27
    • Ryals, L.1    Payne, A.2
  • 21
    • 0002809390 scopus 로고    scopus 로고
    • Designing trust into online experiences
    • Shneiderman B. Designing trust into online experiences. Communications of the ACM 43 12 (2000) 57-59
    • (2000) Communications of the ACM , vol.43 , Issue.12 , pp. 57-59
    • Shneiderman, B.1
  • 23
    • 69449102011 scopus 로고    scopus 로고
    • Making customer interaction more profitable
    • McGraw-Hill, New York pp. 111-117
    • Tamminga P.J. Making customer interaction more profitable. The ultimate CRM handbook (2003), McGraw-Hill, New York pp. 111-117
    • (2003) The ultimate CRM handbook
    • Tamminga, P.J.1
  • 25
    • 33750486527 scopus 로고    scopus 로고
    • Towards a holistic perspective of customer relationship management (CRM) implementation: A case study of the Housing and Development Board, Singapore
    • Teo T.S.H., Devadoss P., and Pan S.L. Towards a holistic perspective of customer relationship management (CRM) implementation: A case study of the Housing and Development Board, Singapore. Decision Support Systems 42 3 (2007) 1613-1627
    • (2007) Decision Support Systems , vol.42 , Issue.3 , pp. 1613-1627
    • Teo, T.S.H.1    Devadoss, P.2    Pan, S.L.3
  • 26
    • 1442349344 scopus 로고    scopus 로고
    • Factors for success in customer relationship management (CRM) systems
    • Wilson H., Daniel E., and McDonald M. Factors for success in customer relationship management (CRM) systems. Journal of Marketing Management 18 (2002) 193-219
    • (2002) Journal of Marketing Management , vol.18 , pp. 193-219
    • Wilson, H.1    Daniel, E.2    McDonald, M.3
  • 27
    • 0035646217 scopus 로고    scopus 로고
    • A framework for customer relationship management
    • Winer R.S. A framework for customer relationship management. California Management Review, Summer 43 4 (2001) 89-105
    • (2001) California Management Review, Summer , vol.43 , Issue.4 , pp. 89-105
    • Winer, R.S.1
  • 28
    • 0035618144 scopus 로고    scopus 로고
    • The customer pyramid: Creating and serving profitable customers
    • Zeithaml V.A., Rust R.T., and Lemon K.N. The customer pyramid: Creating and serving profitable customers. California Management Review 43 4 (2001) 118-121
    • (2001) California Management Review , vol.43 , Issue.4 , pp. 118-121
    • Zeithaml, V.A.1    Rust, R.T.2    Lemon, K.N.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.