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Relevant bibliographies by topics / CRM

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Journal articles
Dissertations / Theses
Books
Book chapters
Conference papers
Reports

Academic literature on the topic 'CRM'

Author: Grafiati

Published: 4 June 2021

Last updated: 22 June 2024

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Journal articles on the topic "CRM"

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Arwa M. AlSafi, Lilac AlSafadi, and Abdullah AlMudimig. "CRM Scorecard - CRM Performance Measurement." International Journal of Networked Computing and Advanced Information Management 2, no. 1 (April 30, 2012): 8–21. http://dx.doi.org/10.4156/ijncm.vol2.issue1.2.

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Plumpton, J. "CRM." Computer Bulletin 41, no. 4 (July 1, 1999): 32. http://dx.doi.org/10.1093/combul/41.4.32.

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Felten, Claudio, and Ulf Loetschert. "CRM ist tot — es lebe CRM!" Sales Excellence 24, no. 1 (February 2015): 8–19. http://dx.doi.org/10.1007/s35141-015-0506-y.

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Singh, Jagwinder, and Shivani Saini. "Importance of CEM in CRM-CL framework." Journal of Modelling in Management 11, no. 1 (February 8, 2016): 91–115. http://dx.doi.org/10.1108/jm2-05-2014-0038.

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Purpose – The purpose of this paper is to propose a model to understand the role of customer relationship management efforts in building, sustaining and enhancing customer loyalty (CL). Design/methodology/approach – This paper reviews extant literature in customer relationship management (CRM), customer experience management (CEM) and CL, with a particular emphasis on exploring the relationships between these proposed domains. Findings – The CRM efforts, customer acquisition, retention and experience, are suggested to have positive influence on attitudinal and behavioural loyalty. A model for testing the associations of customer relationship efforts to various forms of CL, including the satisfaction, trust and commitment as mediators in CRM-CL link are proposed. Research limitations/implications – This paper represents a first attempt to build and propose a conceptual framework of CRM–CL. This is an indicative research than a conclusive one. Therefore, research implications are to perform the empirical testing of model in different business environments. Practical implications – This application of proposed model in a business environment will be helpful for the marketing practitioners to well understand the customers’ changing expectations as well as to prioritize the marketing functions. The emphasis and right calculation about the acquisition, retention and experience decisions would be helpful to marketers to know the expected profitability of customers. Originality/value – This is the first paper to provide a comprehensive integrated model of CRM and CL to understand the effects of CRM efforts on various forms of CL.

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Zhang, Weiping, Wei Zhang, Jianbo Yang, and Faris Al-Naemi. "Comparisons between CRM and CCM PFC." Energy and Power Engineering 05, no. 04 (2013): 864–68. http://dx.doi.org/10.4236/epe.2013.54b165.

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Kruse, Jan Peter. "Wachstumsmotor CRM." Call Center Profi 3, no. 6 (June 2000): 13–14. http://dx.doi.org/10.1007/bf03254503.

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Yawised, Kritcha, and Peter Marshall. "Social CRM." International Journal of Virtual Communities and Social Networking 7, no. 1 (January 2015): 14–20. http://dx.doi.org/10.4018/ijvcsn.2015010102.

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Social customer relationship management (social CRM) is an emerging practice that utilises social media to engage with customers. In its most complete form, social CRM is a concept and a practice that integrates social media and social networking with traditional CRM technologies, processes and practices in order to bring about a superior engagement with customers including improved customer service, leading, hopefully, to improved revenues and profits for adopting businesses. This paper reviews the academic and practitioner literatures on social CRM, makes a broad comparison between the two literatures, and then, based on an assessment of the literature, specifies possible new research directions and opportunities. In terms of the findings, the literature review revealed that academic research in social CRM focused, unsurprisingly, on the theoretical notion of social CRM and on specifying the key processes for it, whereas the practitioner literature focused on how to respond to the challenges of social media and capitalise on the opportunities presented by such media.

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Bohling, Timothy, Douglas Bowman, Steve LaValle, Vikas Mittal, Das Narayandas, Girish Ramani, and Rajan Varadarajan. "CRM Implementation." Journal of Service Research 9, no. 2 (November 2006): 184–94. http://dx.doi.org/10.1177/1094670506293573.

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Fairhurst, P. "e-CRM." Journal of Database Marketing & Customer Strategy Management 8, no. 2 (January 2001): 137–42. http://dx.doi.org/10.1057/palgrave.jdm.3240028.

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Gneiser, Martin S. "Wertorientiertes CRM." WIRTSCHAFTSINFORMATIK 52, no. 2 (March 3, 2010): 95–104. http://dx.doi.org/10.1007/s11576-010-0214-6.

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Dissertations / Theses on the topic "CRM"

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Halasová, Pavlína. "CRM řešení v konkrétním podniku." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-81361.

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Fučík, Ivan. "Optimalizace CRM řešení." Master's thesis, Vysoká škola ekonomická v Praze, 2015. http://www.nusl.cz/ntk/nusl-261822.

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This thesis is focused on CRM solutions in small and medium-sized organizations with respect to the quality of their customer relationship. The main goal of this work is to design an optimal CRM solution in the environment of real organization. To achieve this goal it is necessary to understand the theoretical basis of several topics, such as organizations and their relationship with customers, CRM systems, their features and trends. On the basis of these theoretical topics it is possible to analyze current CRM solution in the organization. From the data obtained by the methods of observation and controlled interview it was possible to prepare a design for optimal CRM solution. This optimal solution comes also from user and organization requirements. The optimal CRM solution saves time and costs associated with current CRM solution and replaces existing and ineffective CRM tools.

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Sandström, Mattias, and Ted Lundberg. "Vilka faktorer påverkar framgången i CRM-satsningar." Thesis, KTH, Industriell ekonomi och organisation, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-168835.

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This study is intended to identify which factors that influence the success of initiatives in Customer Relationship Management, usually abbreviated as CRM. In the course of this study we have been in contact with forty-two companies operating in Sweden within eleven different sectors in order to find out how they operate regarding CRM initiatives, particularly initiatives within marketing and promotions. Against the data collected during the study it was concluded that the companies working with CRM believed that the CRM initiatives resulted in higher profitability and created more loyal customers. At the same time it was evident that the companies had different views on CRM as a method and its benefits. The majority of the companies could not present any tangible results from CRM-initiatives. It was also revealed that decisions regarding CRM initiatives were based on subjective assessments and without theoretical foundation. Based on the data collected nine factors were identified to affect the success of CRM initiatives. By placing the identified factors in a theoretical context a model could be developed which demonstrates the complexity that needs to be considered when applying CRM. Our hope is that the developed model can be used by companies before deciding on new investments in CRM initiatives or when evaluating existing initiatives. Future studies will have to show if this work contributed to a better understanding of CRM initiatives potential and impact.
Detta arbete söker identifiera vilka faktorer som påverkar framgången i ett företags satsning på Customer Relationship Management, vanligtvis förkortat som CRM. I samband med arbetet har vi varit i kontakt med fyrtiotvå företag verksamma i Sverige inom elva branscher för att ta reda hur de arbetar med CRM inom marknadsföring och utformning av kampanjer till kunder. Mot bakgrund av datainsamlingen kunde det konstateras att tron på CRM som verktyg för att nå en högre lönsamhet och skapa lojalare kunder var stor hos företagen. Samtidigt framkom en bild av att företagen hade väldigt olika syn på hur CRM ska användas och dess fördelar. Majoriteten av företagen kunde inte visa vilka konkreta resultat CRM-satsningar gett. Beslut fattades utifrån subjektiva värderingar och utan teoretisk förankring. Utifrån resultaten av datainsamlingen kunde nio olika faktorer identifieras vilka påverkar CRM-satsningars framgång. Genom att placera de identifierade faktorerna i en teoretisk kontext kunde en modell utarbetas vilken påvisar komplexiteten som måste beaktas vid användning av CRM. Vår förhoppning är att den framtagna modellen kan användas inför beslut om nya investeringar i CRM-lösningar eller för att utvärdera befintliga investeringar. Framtida studier får visa om detta arbete bidragit till en ökad förståelse om CRM:s potential och genomslagskraft.

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Nanda, Alicia. "CRM fördelar i olika faser - sett ur ett företagsperspektiv." Thesis, Södertörn University College, School of Business Studies, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-2849.

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Сагер, Людмила Юріївна, Людмила Юрьевна Сагер, Liudmyla Yuriivna Saher, and М. С. Проноза. "Заблуждения и мифы о CRM." Thesis, Сумской государственный университет, 2012. http://essuir.sumdu.edu.ua/handle/123456789/28669.

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Kovshevnaya, Valentina. "Řízení vztahů se zákazníky." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-16491.

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This diploma thesis deals with Customer Relationship Management (CRM). The main purpose of the diploma thesis is to explore CRM theoretically, which means to explain its fundamentals, principals and goals, identify CRM processes and investigate their flow in each of the phases of CRM, to explain CRM technology and show that the implementation of CRM in organization is demanding on human resourses. The purpose is achieved by systematisation of the theoretical knowledge about CRM using a method of studying of specialized literature. The theoretical knowledge is consequently applied to investigate and evaluate CRM in Allstar Group s.r.o. company. Nowadays the effective usage of CRM system is becoming a key to get a competititve advantage for the organization. This diploma thesis contains introduction, five chapters of the main body, conclusion, list of used literature and sources and appendices.

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Chire, Sarayasi Lino Antonio. "CRM." Bachelor's thesis, Universidad Nacional Mayor de San Marcos. Programa Cybertesis PERÚ, 2002. http://www.cybertesis.edu.pe/sisbib/2002/chire_sl/html/index-frames.html.

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Carvalho, Carlos Jorge Henriques de. "Adequação da estratégia de CRM de Payne e Frow a bancos privados de média dimensão." Master's thesis, Instituto Superior de Economia e Gestão, 2009. http://hdl.handle.net/10400.5/1625.

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Mestrado em Marketing
O CRM é a ferramenta de gestão com o crescimento mais acelerado da última década. Captou investimentos de $462 mil milhões em 2007. O sector financeiro é o mais avançado na sua adopção. Esta investigação tem como objectivos encontrar uma definição precisa de CRM, elencar falhas na sua implementação e avaliar, através de métodos quantitativos, concordâncias, percepções e atitudes quanto à adequação do Modelo Estratégico e de Implementação do CRM, de Payne e Frow, ao negócio da banca privada de média dimensão. O trabalho conclui que este modelo é entendido como adequado à realidade de médias empresas, em resposta à solicitação endereçada por aqueles académicos, contribui para a sua divulgação àqueles bancos e constata haver uma atitude favorável dos colaboradores, relativamente ao CRM, que beneficia a sua implementação bem sucedida e mitiga o risco de ocorrerem falhas.
CRM has become the fastest growing management tool of the last decade. In 2007 companies around the world spent $ 462 billon on CRM. Financial institutions are the biggest users. The purpose of this research is to find a precise CRM definition, uncover implementation failures and evaluate, through quantitative methodologies, agreements, perceptions and attitudes over Payne and Frow's CRM Strategy and Implementation Model and its adequacy to the medium-sized private financial institutions. The work concludes that the model is suitable for medium-sized companies, Payne and Frow's addressed question, contributes to the diffusion of the model to those kinds of banks and finds that there is a positive attitude from employees towards CRM, which benefits its implementation and overcomes the risk of failure.

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Dudek, Martin. "Trh CRM systémů a jeho vývoj." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-4884.

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The main aim of this diploma thesis is to create an overview of analytic CRM systems which are offered in the Czech Republic with the emphasis on systems which can be used for marketing processes of the firms. The overview contains the reflection of new trends in CRM systems and marketing and the development to the future. In the last decade there is a huge development of CRM systems, which are generally known as sales force automation and less as an instrument for marketing management of the companies. Last but not least CRM is mistaken with information systems, even if the CRM concept is known for a lot of years and was developed from marketing, which is very often forgotten. The topic of this diploma thesis is originally view on CRM from marketing perspective and creation of compact view of analytic CRM systems, which are offered in the Czech Republic. Emphasis is put on using of these systems for marketing management and the target is disproving the myths, which are spoken about CRM as well CRM systems. Orientation of this document is mainly on analytic CRM systems, which has the most development in the last decades and can be used very well for marketing functions in companies. There is also a large development of marketing and CRM systems. The target is also making a summary of these trends and makes a hypothesis if CRM systems are developed according the future of marketing, if the CRM systems manage the reaction on this things.

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Prochásková, Jana. "Analytické CRM - přehled trhu a trendy." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-15566.

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Analytical CRM is a consistent suite of analytical applications that processes customer data stored in various information systems. The results are used to measure, predict and optimize customer relationships. The CRM applications market is growing despite the economic turmoil. The major trends are: CRM as a service, focus on customer retention and loyalty and last but not least achieving cost savings by effective targeting of marketing activities. The purpose of this paper is to define the business architecture of CRM systems and analytical CRM, analysis of the market and its trends, introduction of Good Data's approach to customer analytics and suggestions for possible extension of their Customer Analytics service.

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Books on the topic "CRM"

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Wübben, Markus. Analytical CRM. Wiesbaden: Gabler, 2009. http://dx.doi.org/10.1007/978-3-8349-8121-9.

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Kostojohn, Scott, Mathew Johnson, and Brian Paulen. CRM Fundamentals. Berkeley, CA: Apress, 2011. http://dx.doi.org/10.1007/978-1-4302-3591-0.

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Mathew, Johnson, and Paulen Brian, eds. CRM fundamentals. [Berkeley, Calif.]: Apress, 2011.

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Hippner, Hajo, and Klaus D. Wilde, eds. Grundlagen des CRM. Wiesbaden: Gabler, 2006. http://dx.doi.org/10.1007/978-3-8349-9080-8.

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Schulze, Jens. CRM erfolgreich einführen. Berlin, Heidelberg: Springer Berlin Heidelberg, 2002. http://dx.doi.org/10.1007/978-3-642-56138-2.

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Hippner, Hajo, Beate Hubrich, and Klaus D. Wilde, eds. Grundlagen des CRM. Wiesbaden: Gabler, 2011. http://dx.doi.org/10.1007/978-3-8349-6618-6.

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Stadelmann, Martin, Mario Pufahl, and David D. Laux, eds. CRM goes digital. Wiesbaden: Springer Fachmedien Wiesbaden, 2020. http://dx.doi.org/10.1007/978-3-658-27016-2.

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Holland, Heinrich, Christian Huldi, Holger Kuhfuß, and Martin Nitsche. CRM im Direktmarketing. Edited by Heinrich Holland. Wiesbaden: Gabler Verlag, 2001. http://dx.doi.org/10.1007/978-3-322-86955-5.

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Shabdar, Ali. Mastering Zoho CRM. Berkeley, CA: Apress, 2017. http://dx.doi.org/10.1007/978-1-4842-2904-0.

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Hippner, Hajo, and Klaus D. Wilde, eds. Grundlagen des CRM. Wiesbaden: Gabler Verlag, 2004. http://dx.doi.org/10.1007/978-3-322-99592-6.

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Book chapters on the topic "CRM"

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Gronwald, Klaus-Dieter. "CRM." In Integrierte Business-Informationssysteme, 103–12. Berlin, Heidelberg: Springer Berlin Heidelberg, 2015. http://dx.doi.org/10.1007/978-3-662-43720-9_12.

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Gronwald, Klaus-Dieter. "CRM." In Integrierte Business-Informationssysteme, 71–81. Berlin, Heidelberg: Springer Berlin Heidelberg, 2020. http://dx.doi.org/10.1007/978-3-662-59815-3_4.

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Gronwald, Klaus-Dieter. "CRM." In Integrierte Business-Informationssysteme, 105–14. Berlin, Heidelberg: Springer Berlin Heidelberg, 2017. http://dx.doi.org/10.1007/978-3-662-55469-2_12.

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Kostojohn, Scott, Mathew Johnson, and Brian Paulen. "Introduction." In CRM Fundamentals, 1–10. Berkeley, CA: Apress, 2011. http://dx.doi.org/10.1007/978-1-4302-3591-0_1.

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Kostojohn, Scott, Mathew Johnson, and Brian Paulen. "Components of CRM Success." In CRM Fundamentals, 11–47. Berkeley, CA: Apress, 2011. http://dx.doi.org/10.1007/978-1-4302-3591-0_2.

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Kostojohn, Scott, Mathew Johnson, and Brian Paulen. "Building a CRM Roadmap." In CRM Fundamentals, 49–64. Berkeley, CA: Apress, 2011. http://dx.doi.org/10.1007/978-1-4302-3591-0_3.

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Kostojohn, Scott, Mathew Johnson, and Brian Paulen. "Evaluating Software and Consultants." In CRM Fundamentals, 65–92. Berkeley, CA: Apress, 2011. http://dx.doi.org/10.1007/978-1-4302-3591-0_4.

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Kostojohn, Scott, Mathew Johnson, and Brian Paulen. "Planning the Initial CRM Implementation." In CRM Fundamentals, 93–129. Berkeley, CA: Apress, 2011. http://dx.doi.org/10.1007/978-1-4302-3591-0_5.

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Kostojohn, Scott, Mathew Johnson, and Brian Paulen. "Executing the Initial CRM Implementation." In CRM Fundamentals, 131–96. Berkeley, CA: Apress, 2011. http://dx.doi.org/10.1007/978-1-4302-3591-0_6.

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Kostojohn, Scott, Mathew Johnson, and Brian Paulen. "Maintaining and Evolving CRM." In CRM Fundamentals, 197–224. Berkeley, CA: Apress, 2011. http://dx.doi.org/10.1007/978-1-4302-3591-0_7.

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Conference papers on the topic "CRM"

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Wu, Bin, Qi Ye, Shengqi Yang, and Bai Wang. "Group CRM." In Proceeding of the 1st ACM international workshop. New York, New York, USA: ACM Press, 2009. http://dx.doi.org/10.1145/1651274.1651277.

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Piert Espinoza, Jean, Daniel Cardenas Yactayo, and Rafael Chavez Ugaz. "CRM Implementation in SMEs Management Processes: The Role of e-CRM and s-CRM." In 1st International Conference on Smart Mobility and Vehicle Electrification. Michigan, USA: IEOM Society International, 2023. http://dx.doi.org/10.46254/ev01.20230213.

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Garrochinho, Tiago, and Luís Veiga. "CRM-OO-VM." In the 8th International Workshop. New York, New York, USA: ACM Press, 2010. http://dx.doi.org/10.1145/1890799.1890800.

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Marques, Margarida Almeida, and Carlos J. Costa. "Social CRM analytics." In 2018 13th Iberian Conference on Information Systems and Technologies (CISTI). IEEE, 2018. http://dx.doi.org/10.23919/cisti.2018.8399188.

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Sambronska, Kristina. "IT SYSTEMS IN CRM AND E � CRM USING IN HOTELS INDUSTRY." In 6th SWS International Scientific Conference on Social Sciences ISCSS 2019. STEF92 Technology, 2019. http://dx.doi.org/10.5593/sws.iscss.2019.2/s04.025.

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Liang, Xun. "CRM business cloud computing." In the 2011 International Conference. New York, New York, USA: ACM Press, 2011. http://dx.doi.org/10.1145/2071639.2071665.

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Boarim, Jhonatan, and Ana Regina C. da Rocha. "Quality of CRM Systems." In SBQS'19: XVIII Brazilian Symposium on Software Quality. New York, NY, USA: ACM, 2019. http://dx.doi.org/10.1145/3364641.3364655.

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Altwegri, Randah, Fatmah Alsaleh, Shrooq Alsenan, and Samah Almutlaq. "Hybrid CRM Deployment Model." In 2015 International Conference on Cloud Computing (ICCC). IEEE, 2015. http://dx.doi.org/10.1109/cloudcomp.2015.7149642.

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Petkovic, Imre. "CRM in the cloud." In 2010 IEEE 8th International Symposium on Intelligent Systems and Informatics (SISY 2010). IEEE, 2010. http://dx.doi.org/10.1109/sisy.2010.5647402.

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Bernardes Boarim, Jhonatan, and Ana Regina Cavalcanti da Rocha. "CRM Systems Quality Evaluation." In SBQS '21: XX Brazilian Symposium on Software Quality. New York, NY, USA: ACM, 2021. http://dx.doi.org/10.1145/3493244.3493273.

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Reports on the topic "CRM"

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Seybold, Patricia. Rethinking CRM. Boston, MA: Patricia Seybold Group, April 2004. http://dx.doi.org/10.1571/psgp4-2-04cc.

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Kramer, Mitchell. Teradata CRM 4.2. Boston, MA: Patricia Seybold Group, October 2002. http://dx.doi.org/10.1571/pr10-24-02cc.

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kramer, Mitchell. RightNow CRM 6.0. Boston, MA: Patricia Seybold Group, December 2004. http://dx.doi.org/10.1571/pr12-16-04cc.

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Kramer, Mitchell. PeopleSoft CRM Analytics. Boston, MA: Patricia Seybold Group, February 2002. http://dx.doi.org/10.1571/pr2-14-02cc.

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Kramer, Mitchell. mySAP CRM Analytics. Boston, MA: Patricia Seybold Group, March 2002. http://dx.doi.org/10.1571/pr3-23-02cc.

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Kramer, Mitchell. mySAP CRM Architecture. Boston, MA: Patricia Seybold Group, June 2002. http://dx.doi.org/10.1571/pr6-7-02cc.

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Kramer, Mitchell. Microsoft CRM 1.2. Boston, MA: Patricia Seybold Group, July 2004. http://dx.doi.org/10.1571/pr7-15-04cc.

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Kramer, Mitchell. CRM in 2004. Boston, MA: Patricia Seybold Group, January 2004. http://dx.doi.org/10.1571/psgp1-8-04cc.

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Kramer, Mitchell. What Is CRM? Boston, MA: Patricia Seybold Group, December 2001. http://dx.doi.org/10.1571/psgp12-14-01cc.

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Marshak, Ronni. The CRM Paradox. Boston, MA: Patricia Seybold Group, June 2002. http://dx.doi.org/10.1571/psgp6-20-02cc.

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