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Left Behind Expectations - How to Prevent CRM Implementations from Failing Cover

Left Behind Expectations - How to Prevent CRM Implementations from Failing

NIM Marketing Intelligence Review
Volume 2 (2010): Issue 2 (November 2010)
By: Jan U. Becker,  Goetz Greve and  Sönke Albers  
Open Access
|Jul 2014

References

  1. Payne, Adrian and Penny Frow (2005), “A Strategic Framework for Customer Relationship Management“, Journal of Marketing, 69 (4), pp. 167 - 176.10.1509/jmkg.2005.69.4.167
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  2. Reinartz, Werner J., Manfred Krafft, and Wayne D. Hoyer (2004), “The Customer Relationship Management Process: Its Measurement and Impact on Performance“, Journal of Marketing Research, 41 (3), pp. 293 - 305.10.1509/jmkr.41.3.293.35991
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  3. Rigby, D. K., F. F. Reichheld, and P. Schefter (2002), “Avoid the Four Perils of CRM“, Harvard Business Review, 80 (2), pp. 101 - 109.
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DOI: https://doi.org/10.2478/gfkmir-2014-0061 | Journal eISSN: 2628-166X
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Language: English
Page range: 34 - 41
Published on: Jul 19, 2014
Published by: Nuremberg Institute for Market Decisions
In partnership with: Paradigm Publishing Services
Publication frequency: 2 issues per year
Keywords:
Customer Relationship Management,
CRM Implementation,
CRM Process,
CRM Success,
Customer Life-Cycle
Related subjects:
Business and economics,
Political economics,
Public finance and fiscal theory,
Business management,
Marketing, sales, customer relations,
Management, organization, corporate governance,
Business management, other

© 2014 Jan U. Becker, Goetz Greve, Sönke Albers, published by Nuremberg Institute for Market Decisions
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

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