Strategic issues in customer relationship management (CRM) implementation

Business Process Management Journal

Volumn 9, Issue 5, 2003, Pages 592-602

  Bull, Christopher ^a  

^a MANCHESTER METROPOLITAN UNIVERSITY   (United Kingdom)

Author keywords

Customer information; Customer relations; Integration; United Kingdom

Indexed keywords

EID: 84986014447     PISSN: 14637154     EISSN: None     Source Type: Journal    
DOI: 10.1108/14637150310496703     Document Type: Article

References (31)

1. Ciborra, C. and Failla, A. (2000), “Infrastructure as a process: the case of CRM in IBM”, in Ciborra, C. (Ed.), From Control to Drift: they Dynamics of Corporate Information Infrastructures, Oxford University Press, Oxford, pp. 105-24.
2. Clemons, E. (2000), “Gathering the nectar”, Understanding CRM: Financial Times, Spring Supplement, pp. 24-7.
3. Datamonitor (2001), “Global corporate CRM spending”, Computing, 10 May, p. 44.
4. Davenport, T.H., Harris, J.G. and Kohli, A.K. (2001), “How do they know their customers so well?”, Sloan Management Review, Vol. 42 No. 2, pp. 63-73.
5. Dickie, J. (2000), “Why CRM projects fail”, available at: www.firstwave.net.
6. Downes, L. and Mui, C. (1998), Unleashing the Killer App: Digital Strategies for Market Dominance, Harvard Business School Press, Boston, MA.
7. Galbreath, J. and Rogers, T. (1999), “Customer relationship leadership”, TQM Magazine, Vol. 11 No. 3, pp. 161-71.
8. Giga (2001), “Seven out of ten CRM projects fail”, Computing, 16 August, p. 27.
9. Girishankar, S. (2000), “Companies want CRM tools to manage business relationships”, Information Week, 17 April, p. 65.
10. Hamm, S. and Hof, R. (2000), “An eagle eye on customers”, 21 February, available at: businessweek.com.
11. Howle, A. (2000), “CRM panel addresses outsourcing”, Computer Reseller News, 27 March, p. 60.
12. IDC and AMR Research (2001), “CRM spending by type”, Computing, 10 May, p. 44.
13. Levine, S. (2000), “The rise of CRM”, America's Network, Vol. 104 No. 6, p. 34.
14. Light, B. (2001), “A review of the issues associated with customer relationship management systems”, in Proceedings of the 9th European Conference on Information Systems, pp. 1232-41.
15. MacSweeney, G. (2000), “Hitting the CRM bullseye”, Insurance and Technology, Vol. 25 No. 3, p. 28.
16. McKie, S. (2000), “Customer role management”, Planet IT, 13 April.
17. Markus, M.L. and Tanis, C. (2000), “The enterprise system experience – from adoption to success”, in Zmud, R.W. (Ed.), Framing the Domains of IT Research: Glimpsing the Future Through the Past, Pinnaflex Educational Resources, Cincinnati, OH, pp. 173-207.
18. Miles, M.B. and Huberman, A.M. (1994), Qualitative Data Analysis: An Expanded Sourcebook, Sage, Thousand Oaks, CA.
19. Newell, F. (2000), Loyalty.com: Customer Relationship Management in the New Era of Internet Marketing, McGraw-Hill, New York, NY.
20. Payne, A., Christopher, M., Clark, M. and Peck, H. (1999), Relationship Marketing for Competitive Advantage, Butterworth Heinemann, Oxford.
21. Peck, H., Payne, A., Martin, C. and Clark, M. (1999), Relationship Marketing Strategy and Implementation, Butterworth-Heinemann, Oxford.
22. Peppard, J. (2000), “Customer relationship management (CRM) in financial services”, European Management Journal, Vol. 18 No. 3, pp. 312-27.
23. Petrissans, A. (2000), Customer Relationship Management and the Challenge of the Internet, Cap Gemini Ernst and Young-IDC, Toronto.
24. Pinto, J.K. and Slevin, D.P. (1987), “Critical factors in successful project implementation”, IEEE Transactions on Engineering Management, Vol. 34 No. 1, pp. 22-7.
25. Reichheld, F.F. (1996), The Loyalty Effect, Harvard Business School Press, Boston, MA.
26. Sandoe, K., Corbitt, G. and Boykin, R. (2001), Enterprise Integration, John Wiley & Sons, New York, NY.
27. Silverman, D. (1998), “Qualitative research: meanings or practices?”, Information Systems Journal, Vol. 8 No. 1, pp. 3-20.
28. Tamminga, P. and O'Halloran, P. (2000), “Finding the real value in CRM: leveraging IT solutions through the customer driven approach”, Cutter IT Journal, Vol. 13 No. 10, pp. 4-11.
29. Trepper, C. (2000), “Match your CRM tool to your business model”, Information Week, 15 May, p. 74.
30. Van Bennekom, F.C. and Blaisdell, M. (2000), “How broad how deep: lessons from a CRM implementation”, Cutter IT Journal, Vol. 13 No. 10, pp. 12-16.
31. Yin, R. (1994), Case Study Research: Design and Methods, Sage Publications, London.