The model of creation of customer relationship management (CRM) system;Ryšių su klientas valdymo (crm) sistemos kūrimo modelis

Engineering Economics

Volumn 3, Issue 58, 2008, Pages 51-59

  Urbanskiene, Ruta ^a   Žostautiene, Daiva ^a   Chreptavičiene, Virginija ^a  

^a KAUNAS UNIVERSITY OF TECHNOLOGY   (Lithuania)

Author keywords

CRM; CRM models; Relationship marketing

Indexed keywords

EID: 70449503249     PISSN: 13922785     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (38)

1. Atos, O. Customer Relationship Management, 2007. Prieiga per interneta: http://www.atosorigin.es/soluciones/crm/crm_wp.pdf
2. Bagdoniene, L., Hopeniene, R. Paslaugij marketingas ir vadyba. Vadovėlis, Kaunas: Technologija, 2004, 468 p.
3. Berry, M. & Linoff, G. Data Mining Techniques. For Marketing Sales and Customer Relationship Management, 2004.
4. Compton, J. As the CRM Industry Reinvents Itself, 2005. Promises both New Opportunities and New Challenges. CRM Magazine. Prieiga per interneta: http://smfsu.lt/kamarauskiene /kompiuterizuotaapskaita/apskaita/crmmodulis.htm
5. Chung-Hoon, P. A framework of dynamic CRM: linking marketing with information strategy/Chung-Hoon P., Young-Gul K. // Business Process Management Journal, 2003, Vol. 9, issue 5, p. 652-671.
6. Chen, Injazz J. Understanding customer relationship management: People, process and technology/Injazz J. Chen, Karen Popovich //. Business Process Management Journal, 2003, Vol. 9, Issue 5, p. 672-688.
7. Christopher M., Payne A., Ballantyne D. Relationship marketing, Oxford: Butterworth-Heinemann, 1991.
8. CRM - Ryšiu{ogonek} su klientais valdymo sistema. Informatikos ir ryšiu{ogonek} technologiju{ogonek} centras, 2006 [žiūrėta 2006-11-11]. Prieiga per interneta{ogonek} http://www.irtc.lt/crm.htm
9. Curry, A. Evaluating CRM to contribute to TQM improvement - a cross-case comparison/Curry A., Kkolou E. // The TQM Magazine, 2004, Vol. 16, No. 5, p. 314 - 324.
10. Evans, J. R. & Laskin, R. L. The Relationship Marketing Process: A Conceptualization and Application. // Industrial Marketing Management, 1994, December, 23, p. 439-452.
11. Gordon, I. Relationship Marketing, Toronto: John Wiley and Sons, 1998.
12. Gronroos, C. Service management and marketing: a customer relationship management approach, John Wiley and sons, 2001.
13. Gummesson, E. Total relationship marketing, Oxford: Butterworth-Heincman, 1999.
14. Healy, M. The old, the new and the complicated - a trilogy of marketing relationships/Healy M., Hastings K., Brown L., et al // European Journal of Marketing, 2001, Vol. 35, No 1, p. 182-193.
15. Jeong Yong, A. On the design concepts for CRM system/Jeong Yong A., Seok Ki K., Kyung Soo H // Industrial Management & Data Systems, 2003, Vol. 103, Issue 5, p. 324-331.
16. Institute of Direct Marketing. The IDM Guide to CRM Mastery, United Kingdom: Publisher by the Institute of Direct Marketing, July 2002.
17. Kaplan, R. S. Strategy Maps: Converting intangible assets into tangible outcomes/Kaplan R. S. & Norton D. P. Boston: Harvard Business School Press, 2004. p. 32.
18. Kedaitiene, A. Relationship marketing, as a new direction of a marketing theory // Ekonomika, 1999, No. 47, p. 68-75.
19. Kirvaitis, A. CRM: prieš starta. - ka_ reikia padaryti, prieš pradedant ka_ nors daryti (3). Prieiga per interneta: http://www.ebiz.lt/ article.php3/22/2690/0
20. Kirvaitis, A. CRM keičia rinkodara. - tinkamas pasiūlymas tinkamam klientui. Prieiga per interneta: http://www.ebiz.lt /article. php3/22 /2869/3
21. Kuprys, M. Klientij valdymas ir pardavimai, paremti RKV strateg 1 a (2). Prieiga per interneta: http://www.ebiz.lt/article.php3/22/3395/
22. Landry, L. Relationship marketing: hype or here to stay? // Marketing News, 1998, No. 14, p. 4-19.
23. Lee, D. Why climb the CRM mountain?, The Customer Relationship Primer, 2nd ed, 2001.
24. Leo, Y. M. CRM: conceptualization and scale development/Leo Y. M. Sin, Alan C. B. Tse, Frederick H. K. Yim // European Journal of Marketin, 2005, Vol. 39, Issue 11/12, p. 1264.
25. Lindgreen, A. The design, implementation and monitoring of a CRM programme: a case study // Marketing Intelligence & Planning, 2004, Vol. 22, Issue 2, p.160-186.
26. Lipka, S. E. Handbook of business strategy: Twelve steps to CRM without eating an elephant. Emerald Group Publishing Limited, 2006, p. 95-100.
27. Morgan R. M., Hunt S. D. The commitment-trust theory of relationship marketing // Journal of Marketing, 1994, vol,58, No. 3, p.20-38.
28. Oligvy One/Qci. Is customer (relationship) management working for you? 2001. http://www.ogilvy.com/viewpoint/pdf/v5whitepaper.pdf
29. Parvatiyar, A. Customer Relationship Management: Emerging Practice, Process, and Discipline/Parvatiyar, Atul Sheth, Jagdish N. // Journal of Economic & Social Research, 2001, Vol. 3, Issue 2, p. 34.
30. Praktinio informaciniu{ogonek} technologiju{ogonek} taikymo ir elektroninio verslo sprendimu{ogonek} jmonėse metodinis vadovas: santykiu{ogonek} su klientais ir tiekėjais valdymas VSǏ{Lietuvos ekonomikos plėtros agentūra, 2006, p. 23-24.
31. Reichheld F. The Loyalty Effect, Harvard Business Review Press, 1996.
32. Rich, M. K. In direction of marketing relationship // The Journal of Business & Industrial Marketing, 2000, Vol. 15, No 2/3, p. 170-191.
33. Rosenfield, J. R. Whatever happened to relationship marketing? Nine big mistikes // Direct Marketing, 1999, No I. p. 30-49.
34. Rusell, S. Customer Relationship Management: A Framework, Research Directions, and the Future // Haas School of Business University of California at Berkeley, 2001, p. 4-27.
35. Zineldin, M. Beyond relationship marketing: Technologicalship marketing. Marketing Intelligence & Planing, 2000, Vol. 18, No 1, p. 9-23.
36. Žvireliene, R. Management of the vehicle trading company relationship with consumers and suppliers // Summary of Doctoral Dissertation, Kaunas, KTU, 2006, 37 p.
37. Thompson, E. Customer Relationship Management: Making the Vision a Reality, 2001. Sofitel Rive Gauche, Gartner. Inc. p. 1-2.
38. Wilson, D. An Integrated Model of Buyer-Seller relationship // Journal of Academy of Marketing science, 2002, Vol. 23, p.335-345.