Challenges of CRM implementation in business-to-business markets: A contingency perspective

Journal of Personal Selling and Sales Management

Volumn 32, Issue 1, 2012, Pages 117-129

  Ahearne, Michael ^a   Rapp, Adam ^b   Mariadoss, Babu John ^c   Ganesan, Shankar ^d  

^a UNIVERSITY OF HOUSTON   (United States)

^b UNIVERSITY OF ALABAMA   (United States)

^c WASHINGTON STATE UNIVERSITY   (United States)

^d UNIVERSITY OF ARIZONA   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84856162561     PISSN: 08853134     EISSN: None     Source Type: Journal    
DOI: 10.2753/PSS0885-3134320110     Document Type: Review

References (75)

1. Ahearne, Michael, Eli Jones, Adam Rapp, and John Mathieu (2008), "High Touch Through High Tech: The Impact of Salesperson Technology Usage on Customer Satisfaction and Sales Performance," Management Science, 54 (4), 671-685.
2. Berry, Leonard L. (1995), "Relationship Marketing in Services: Growing Interest, Emerging Perspectives," Journal of the Academy of Marketing Science, 23 (4) 236-245. (Pubitemid 126007048)
3. Bhattacharya, C.B., and Ruth Bolton (1999), "Relationship Marketing in Mass Markets," in Handbook of Relationship Marketing, Jagdish N. Sheth and Atul Parvatiyar, eds., Thousand Oaks, CA: Sage, 327-354.
4. Bonoma, Thomas V. (1984), "Making Your Strategy Work," Harvard Business Review, 62 (2), 69-76.
5. Boulding, William, Richard Staelin, Michael Ehret, and Wesley J. Johnston (2005), "A Customer Relationship Management Roadmap: What Is Known, Potential Pitfalls and Where to Go," Journal of Marketing, 69 (4), 155-166. (Pubitemid 41504945)
6. Bresser Pereira, Luiz Carlos, Jose Maria Maravall, and Adam Przeworski (1993), Economic Reforms in New Democracies, Cambridge: Cambridge University Press.
7. Buck-Emden, Ruediger, and Peter Zencke (2006), SAP CRM: Sales Strategy with SAP CRM 4.0, Dedham, MA: SAP Press.
8. Bush, Alan J., Jarvis B. Moore, and Rich Rocco (2005), "Understanding Sales Force Automation Outcomes: A Managerial Perspective," Industrial Marketing Management, 34 (4), 369-377. (Pubitemid 40595441)
9. Chen, Injazz J., and Karen Popovich (2003), "Understanding Customer Relationship Management (CRM): People, Process and Technology," Business Process Management Journal, 9 (5), 672-688.
10. Cooper, Robert G., Scott J. Edgett, and Elko J. Kleinschmidt (1998), Portfolio Management for New Products, Reading, MA: Addison-Wesley.
11. Donaldson, Lex (1996), "The Normal Science of Structural Contingency Theory," Handbook of Organization Studies, London: Sage.
12. Dubois, Hans F.W. (2002), "Harmonization of the European Vaccination Policy and the Role TQM and Reengineering Could Play," Quality Management in Health Care, 10 (2), 47-57.
13. Dyche, Jill (2009), The CRM Handbook: A Business Guide to Customer Relationship Management, Reading, MA: Addison-Wesley.
14. Ernst, Holger, Wayne D. Hoyer, Manfred Krafft, and Katrin Krieger (2011), "Customer Relationship Management and Company Performance-The Mediating Role of New Product Performance," Journal of the Academy of Marketing Science, 39 (2), 290-306.
15. Everett, Cath (2002), "The Slings and Arrows of CRM," Computing, 18 (July), 25-35.
16. Finnegan, David J., and Wendy L. Currie (2010), "A Multi-Layered Approach to CRM Implementation: An Integration Perspective," European Management Journal, 28 (2), 153-167.
17. Floyd, Steven W., and Bill Wooldridge (2000), Building Strategy from the Middle, Thousand Oaks, CA: Sage.
18. Foss, Bryan, Merlin Stone, and Yuksel Ekinci (2008), "What Makes for CRM System Success-Or Failure?" Database Marketing and Customer Strategy Management, 15 (2), 68-78.
19. Galbraith, Jay R., and Robert K. Kazanjian (1986), Strategy Implementation: Structure, Systems, and Process, St. Paul, MN: West.
20. Garcia-Murillo, Martha, and H. Annabi (2002), "Customer Knowledge Management," Journal of Operational Research Society, 53 (8), 875-884. (Pubitemid 34838788)
21. Goldenberg, Barton (2000), "What Is CRM? What Is an E-Customer? Why You Need Them Now," paper presented at the DCI Customer Relationship Management Conference, Boston, June 27-29.
22. Haugstad, Bjørn (1999), "Strategy Theory-A Short Review of the Literature," White paper, SINTEF Living Knowledge Strategic Institute Program, Trondheim, Norway.
23. Henderson, J.C., and N. Venkatraman (1993). "Strategic Alignment-Leveraging Information Technology for Transforming Organizations," IBM Systems Journal, 32 (1), 4-16.
24. Homburg, Christian, Mathias Droll, and Dirk Totzek (2008), "Customer Prioritization: Does It Pay Off, and How Should It Be Implemented?" Journal of Marketing, 72 (2), 110-130.
25. Hunter, Gary K., and William Perreault (2006), "Sales Technology Orientation Information Effectiveness, and Sales Performance," Journal of Personal Selling & Sales Management, 26, 2 (Spring), 95-113. (Pubitemid 43871279)
26. ISM (2010), "CRM Strategy & Implementation Roadmap," Bethesda, MD (available at http://ismguide.com/crmstrategy/).
27. Krasnikov, Alexander, Satish Jayachandran, and V. Kumar (2009), "The Impact of Customer Relationship Management Implementation on Cost and Profit Efficiencies: Evidence from the US Commercial Banking Industry," Journal of Marketing, 73 (3), 61-76.
28. Kumar, V., Sarang Sunder, and B. Ramaseshan (2011), "Analyzing the Diffusion of Global Customer Relationship Management: A Cross-Regional Modeling Framework," Journal of International Marketing, 19 (1), 23-39.
29. Langerak, Fred, and Peter C. Verhoef (2008), "Strategically Embedding CRM," Business Strategy Review, 14 (4), 73-80.
30. Lawrence, Paul R., and Jay W. Lorsch (1967), "Differentiation and Integration in Complex Organizations," Administrative Science Quarterly, 12 (1), 1-30.
31. Maklan, Stan, and Simon Knox (2009), "Dynamic Capabilities: The Missing Link in CRM Investments," European Journal of Marketing, 43 (11-12), 1392-1410.
32. Marchand, Don, and Rebecca Meadows (2006), "Customer Relationship Management Challenging the Myth: Focus on People, Not the Technology," IMD Perspectives for Managers, no. 131, February (available at www.imd.org/research/ publications/upload/PFM131-LR-Marchand-Meadows .pdf ).
33. McDonald, William (1998), Direct Marketing: An Integrated Approach, Boston: Irwin/McGraw-Hill.
34. Merz, Russ (2008), "Customer-Focused Strategies in the Multi-Channel Marketplace," White paper, CFI Group, Ann Arbor, MI.
35. Miles, Raymond E., and Charles C. Snow (1984), "Fit, Failure and the Hall of Fame," California Management Review, 26 (3), 10-28.
36. Mintzberg, Henry (1978), "Patterns in Strategy Formation," Management Science, 24 (9), 934-948.
37. (1979), The Structuring of Organizations, Englewood Cliffs, NJ: Prentice Hall.
38. Moriarty, Rowland T., Jr., and Robert E. Spekman (1984), "An Empirical Investigation of the Information Sources Used During the Industrial Buying Process," Journal of Marketing Research, 21 (2), 137-47.
39. Nonaka, Ikujiro (1988), "Toward Middle-Up-Down Management: Accelerating Information Creation," Sloan Management Review, 29 (3), 9-18.
40. (1994), "A Dynamic Theory of Organizational Knowledge Creation," Organization Science, 5 (1), 14-37.
41. Palmatier, Robert W., Lisa K. Scheer, Kenneth R. Evans, K., and Todd J. Arnold (2008), "Achieving Relationship Marketing Effectiveness in Business-to-Business Exchanges," Journal of the Academy of Marketing Science, 36, 174-199.
42. Payne, Adrian, and Pennie Frow (2005), "A Strategic Framework for Customer Relationship Management," Journal of Marketing, 69 (4), 167-176. (Pubitemid 41504946)
43. Peppers, Don, and Martha Rogers (1999), The One to One Manager: Real-World Lessons in Customer Relationship Management, New York: Doubleday.
44. and Bob Dorf (1999), "Is Your Company Ready for One-to-One Marketing?" Harvard Business Review, 77 (1), 151-160.
45. Polanyi, Michael (1966), The Tacit Dimension, London: Routledge & Kegan Paul.
46. Rainer, R. Kelly, and Casey G. Cegielski (2009), Introduction to Information Systems: Enabling and Transforming Business, 3d ed., Hoboken, NJ: Wiley.
47. Rapp, Adam, Raj Agnihotri, and Lukas P. Forbes (2008), "The Sales Force Technology-Performance Chain: The Role of Adaptive Selling and Effort," Journal of Personal Selling & Sales Management, 28, 4 (Fall), 335-350.
48. Reimann, Martin, Oliver Schilke, and Jacquelyn S. Thomas (2010), "Customer Relationship Management and Firm Performance: The Mediating Role of Business Strategy," Journal of the Academy of Marketing Science, 38 (3), 326-346.
49. Reinartz, Werner J., and V. Kumar (2003), "The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration," Journal of Marketing, 67 (1), 77-99. (Pubitemid 36161225)
50. Manfred Krafft, and Wayne D. Hoyer (2004), "The Customer Relationship Management Process: Its Measurement and Impact on Performance," Journal of Marketing Research, 41 (3) 293-305. (Pubitemid 39159796)
51. Rigby, Darrell K., and Barbara Bilodeau (2009), Management Tools and Trends, Boston: Bain & Company.
52. and Dianne Ledingham (2004), "CRM Done Right," Harvard Business Review, 82 (11), 118-129.
53. Rivers, L. Mark, and Jack Dart (1999), "The Acquisitions and Use of Sales Force Automation by Mid-Sized Manufacturers," Journal of Personal Selling & Sales Management, 19, 2 (Spring), 59-73.
54. Rust, Roland T., and Peter C. Verhoef (2005), "Optimizing the Marketing Interventions Mix in Intermediate-Term CRM," Marketing Science, 24 (3), 477-489. (Pubitemid 41409338)
55. Ryals, Lynette (2005), "Making Customer Relationship Management Work: The Measurement and Profitable Management of Customer Relationships," Journal of Marketing, 69 (4), 252-261. (Pubitemid 41504954)
56. Shang, Shari S.C., and Shu Fang Lin (2010), "People-Driven Processes in Customer Relationship Management," Service Industries Journal, 30 (14), 2441-2456.
57. Singh, Jagdip (1998), "Striking a Balance in Boundary Spanning Positions: An Investigation of Some Unconventional Influences of Role Stressors and Job Characteristics on Job Outcomes of Salespeople," Journal of Marketing, 62 (3), 69-86.
58. Willem Verbeke, and Gary Rhoads (1996), "Do Organizational Practices Matter in Role Stress Processes? A Study of Direct and Moderating Effects for Marketing-Oriented Boundary Spanners," Journal of Marketing, 60 (July), 69-86.
59. Slater, Stanley F., and Eric M. Olson (2000), "Strategy Type and Performance: The Influence of Sales Force Management," Strategic Management Journal, 21 (8), 813-829.
60. Spiro, Rosann L., and Barton A. Weitz (1990), "Adaptive Selling: Conceptualization, Measurement, and Nomological Validity," Journal of Marketing Research, 27 (1), 61-69.
61. Spreitzer, Gretchen M. (1995), "Psychological Empowerment in the Workplace: Dimensions, Measurement, and Validation," Academy of Management Journal, 38 (5), 1442-1460.
62. Sujan, Harish, Barton A. Weitz, and Nirmalya Kumar (1994), "Learning Orientation, Working Smart, and Effective Selling," Journal of Marketing, 58 (3), 39-48.
63. Teece, David J., Gary Pisano, and Amy Shuen (1997), "Dynamic Capabilities and Strategic Management," Strategic Management Journal, 18 (7), 509-533. (Pubitemid 127467809)
64. Thompson, Ed, and Michael Maoz (2005), "What Is Hot in the World of CRM Applications," Report no. G00124558, Gartner Group, Stamford, CT.
65. Thompson, Victor Alexander (1969), Bureaucracy and Innovation, Tuscaloosa: University of Alabama Press.
66. Tsai, Jessica (2009), "What B2B Marketers Can Learn from B2C," destinationCRM.com, August 29 (available at www .destinationcrm.com/Articles/ CRM-News/Daily-News/What-B2B-Marketers-Can-Learn-from-B2C-55763 .aspx).
67. Venkatesan, Rajkumar, V. Kumar, and Timothy Bohling (2007), "Optimal Customer Relationship Management Using Bayesian Decision Theory: An Application for Customer Selection," Journal of Marketing Research, 44 (4), 579-594.
68. Walker, Orville C., and Robert W. Ruekert (1987), "Marketing's Role in the Implementation of Business Strategies: A Critical Review and Conceptual Framework," Journal of Marketing, 51 (3), 15-33.
69. Wang, Guanping, and Richard W. Netemeyer (2002), "The Effects of Job Autonomy, Customer Demandingness, and Trait Competitiveness on Salesperson Learning, Self-Efficacy, and Performance," Journal of the Academy of Marketing Science, 30 (3), 217-228. (Pubitemid 36703959)
70. Webster, Frederick E., Jr., and Yoram Wind (1972), "A General Model for Understanding Organizational Buying Behavior," Journal of Marketing, 36 (2), 12-19.
71. Weitz, Barton A. (1981), "Effectiveness in Sales Interactions: A Contingency Framework," Journal of Marketing, 45 (4), 85-103.
72. Harish Sujan, and Mita Sujan (1986), "Knowledge, Motivation, and Adaptive Behavior: A Framework for Improving Selling Effectiveness," Journal of Marketing, 50 (4), 174-191.
73. West Monroe Partners (2011), "Customer Relationship Management Strategy," Chicago (available at www.westmonroe partners.com//media/Files/ Solution%20Briefs/SS% 20Customer%20CRM%20Strategy.ashx).
74. Zablah, Alex R., Danny N. Bellenger, and Wesley J. Johnston (2004), "An Evaluation of Divergent Perspectives on Customer Relationship Management: Towards a Common Understanding of an Emerging Phenomenon," Industrial Marketing Management, 33 (6), 475-489. (Pubitemid 39109186)
75. Zeithaml, Valarie A., P. "Rajan" Varadarjan, and Carl P. Zeithaml (1988), "The Contingency Approach: Its Foundations and Relevance to Theory Building and Research in Marketing," European Journal of Marketing, 22 (7), 37-64.