Classifying and selecting e-CRM applications: an analysis-based proposal

Management Decision

Volumn 41, Issue 6, 2003, Pages 570-577

  Adebanjo, Dotun ^a  

^a UNIVERSITY OF LIVERPOOL MANAGEMENT SCHOOL   (United Kingdom)

Author keywords

Computer software; Consumer behaviour; Internet; Relationship marketing

Indexed keywords

EID: 84986163105     PISSN: 00251747     EISSN: None     Source Type: Journal    
DOI: 10.1108/00251740310491517     Document Type: Article

References (15)

1. Abbott, J. (2001), “Data data everywhere – and not a byte of use?”, Qualitative Market Research: An International Journal, Vol. 4 No. 3, pp. 182-192.
2. April, C. and Harreld, H. (2002), “Seeking CRM integration”, Infoworld, Vol. 24 No. 35, p. 35.
3. Bradshaw, D. and Brash, C. (2001), “Managing customer relationships in the e-business world: how to personalise computer relationships for increased profitability”, International Journal of Retail & Distribution Management, Vol. 29 No. 12, pp. 520-530.
4. Brickle, R. (2002), “Strategy first”, Conspectus, October, available at: www.conspectus.com.
5. Cann, C. (1998), “Eight steps to building a business-to-business relationship”, Journal of Business & Industrial Marketing, Vol. 13 No. 4/5, pp. 393-405.
6. Earley, R. (2002), “How to avoid the CRM graveyard”, Customer Inter@action Solutions, Vol. 20 No. 12, pp. 26-30.
7. Karimi, J., Somers, T.M. and Gupta, Y.P. (2001), “Impact of information technology management practices on customer services”, Journal of Management Information Systems, Vol. 17 No. 4, pp. 125-158.
8. Kehoe, L. (2002), “Long live e-business: software is finding a new role in helping companies to share information effectively”, Financial Times, March, p. 14.
9. Ness, J.A., Schrobeck, M.J., Letendre, R.A. and Douglas, W.J. (2001), “The role of ABM in measuring customer value”, Strategic Finance, Vol. 82 No. 9, pp. 32-37.
10. Porter, M. (2001), “Strategy and the Internet”, Harvard Business Review, Vol. 79 No. 3, pp. 62-78.
11. Reichheld, F.F. and Schefter, P. (2000), “E-Loyalty – your secret weapon on the Web”, Harvard Business Review, Vol. 78 No. 4, pp. 105-113.
12. Rheault, D. and Sheridan, S. (2002), “Reconstruct your business around customers”, The Journal of Business Strategy, Vol. 23 No. 2, pp. 38-42.
13. Rigby, D.K., Reichheld, F.F. and Schefter, P. (2002), “Avoiding the four perils of CRM”, Harvard Business Review, Vol. 80 No. 2, pp. 101-109.
14. Trembly, A. (2002), “Why has CRM failed in insurance?”, National Underwriter, Vol. 106 No. 26, p. 25.
15. Winer, R.S. (2001), “A framework for customer relationship management”, California Management Review, Vol. 43 No. 4, pp. 89-105.