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Developments in Marketing Science: Proceedings of the Academy of Marketing Science

Volumn , Issue , 2015, Pages 184-189

Hidden Data Quality Problems in CRM Implementation

(2) Reid, Andrea a Catterall, Miriam a

a QUEEN'S UNIVERSITY BELFAST (United Kingdom)

Author keywords

Call Centre; Customer Data; Customer Relationship Management; Improve Data Quality; Poor Data Quality

Indexed keywords

EID: 85125389221 PISSN: 23636165 EISSN: 23636173 Source Type: Book Series
DOI: 10.1007/978-3-319-11779-9_67 Document Type: Chapter

Times cited : (10)

References (19)

1
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2
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- Abbott, J.¹ Stone, M.² Buttle, F.³

3
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- Using customer information effectively
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- Chettayar, K.¹

4
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- Exploding Some Myths About Customer Relationship Management
- Crosby, Lawrence A., 2002. “Exploding Some Myths About Customer Relationship Management”. Managing Service Quality, 12(5): 271-277.
- (2002) Managing Service Quality , vol.12 , Issue.5 , pp. 271-277
- Crosby, L.A.¹

5
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- New York: John Wiley and Sons
- English, Larry. 1999a. Improving Data Warehouse and Business Information Quality: Methods for Reducing Costs and Increasing Profits. New York: John Wiley and Sons.
- (1999) Improving Data Warehouse and Business Information Quality: Methods for Reducing Costs and Increasing Profits
- English, L.¹

6
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- English, Larry. 1999b, “Plain English on data quality: the high costs of low quality data”. Available: www.identex.com2003.
- (1999) Plain English on Data Quality: The High Costs of Low Quality data”
- English, L.¹

7
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- Norwood, MA: Artech House
- English, Larry. 1996. “Why Care About Data Quality”. Data Quality for the Information Age. Norwood, MA: Artech House: 9.
- (1996) Why Care about Data Quality”. Data Quality for the Information Age , pp. 9
- English, L.¹

8
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- Clean up your Data Act
- Faden, Mike. 2000. “Clean up your Data Act”. Internet Week, (809): 60.
- (2000) Internet Week , Issue.809 , pp. 60
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9
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- Managing the quality and completeness of customer data
- Foss, Bryan, Iain Henderson, Peter Johnson, Don Murray and Merlin Stone. 2002. “Managing the quality and completeness of customer data”. Journal of Database Management, 10(2): 139.
- (2002) Journal of Database Management , vol.10 , Issue.2 , pp. 139
- Foss, B.¹ Henderson, I.² Johnson, P.³ Murray, D.⁴ Stone, M.⁵

10
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- ROI begins with improved data quality
- Kapochunas, Andrew. 2002. “ROI begins with improved data quality”. Target Marketing, 25(7): 58.
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11
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- Kelly, Damian. 2001. “Jane Average and the Single View of the Customer”. Available: www.crm-forum.com.
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12
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- Krill, Paul. 2001. “Data quality issues plague CRM. InfoWorld, 23(41): 39.
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13
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- Making clean data a clear priority
- Krol, Carol. 2002. “Making clean data a clear priority”. B to B, 87(7): 19.
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14
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- Leman, Greg. 2002, “Continuous data quality management: the cornerstone of zero-latency business analytics part 2: one solution”. Available: www.technologyevaluation.com.
- (2002) Continuous Data Quality Management: The Cornerstone of Zero-Latency Business Analytics Part 2: One solution”
- Leman, G.¹

15
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- Data quality: The foundation for effective CRM
- Peikin, David. 2003. “Data quality: The foundation for effective CRM”. Target Marketing, 26(2): 49.
- (2003) Target Marketing , vol.26 , Issue.2 , pp. 49
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16
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- Ramesan, Kevin. 2004, 2004, “Data quality: cost or profit?”. Available: www.technologyevaluation.com [03/08, 2004].
- Ramesan, Kevin. 2004, 2004, “Data quality: cost or profit?”. Available: www.technologyevaluation.com [03/08, 2004].

17
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18
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- Sheth, Jagish, N. and Rajendra S. Sisodia. 2001. “High Performance Marketing”. Marketing Management, 10(3): 18-24.
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19
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- A Framework for customer relationship management
- Winer, Russell, S. 2001. “A Framework for customer relationship management”. California Management Review, 43(4): 89-108.
- (2001) California Management Review , vol.43 , Issue.4 , pp. 89-108
- Winer, R.S.¹

* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.