Customer relationship management: Finding value drivers

[1]  A. Croteau,et al.  Critical Success Factors of CRM Technological Initiatives , 2009 .

[2]  H. Burke.  The power of prediction , 2008, Cancer.

[3]  Robert L. Carraway,et al.  Making the transition to collaborative buyer–seller relationships: An emerging framework , 2006 .

[4]  Andreas Eggert,et al.  Value creation in the relationship life cycle: A quasi-longitudinal analysis , 2006 .

[5]  Adam Rapp,et al.  Moving Beyond the Direct Effect of SFA Adoption on Salesperson Performance: Training and Support as Key Moderating Factors , 2005 .

[6]  Charlotte H. Mason,et al.  CRM in Sales-Intensive Organizations: A Review and Future Directions , 2005 .

[7]  Steven P. Brown,et al.  The Changing Environment of Selling and Sales Management , 2005 .

[8]  Darrell K. Rigby,et al.  CRM done right. , 2004, Harvard business review.

[9]  Wayne D. Hoyer,et al.  The Customer Relationship Management Process: Its Measurement and Impact on Performance , 2004 .

[10]  Peter J. LaPlaca,et al.  Special issue on customer relationship management , 2004 .

[11]  W. Johnston,et al.  An Evaluation of Divergent Perspectives on Customer Relationship Management: Towards a Common Understanding of an Emerging Phenomenon , 2004 .

[12]  Werner Reinartz,et al.  Getting the most out of all your customers. , 2004, Harvard business review.

[13]  Katherine N. Lemon,et al.  The Theoretical Underpinnings of Customer Asset Management , 2002 .

[14]  Robert C. Blattberg,et al.  Recapturing Lost Customers , 2004 .

[15]  Selling ASAP: Art, Science, Agility, Performance , 2004 .

[16]  Katherine N. Lemon,et al.  Return on Marketing: Using Customer Equity to Focus Marketing Strategy , 2004 .

[17]  Jashen Chen,et al.  An Empirical Study of the Relationship of IT Intensity and Organizational Absorptive Capacity on CRM Performance , 2004, J. Glob. Inf. Manag..

[18]  Young-Gul Kim,et al.  A framework of dynamic CRM: linking marketing with information strategy , 2003, Bus. Process. Manag. J..

[19]  Injazz J. Chen,et al.  Understanding customer relationship management (CRM): People, process and technology , 2003, Bus. Process. Manag. J..

[20]  P. Verhoef.  Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development , 2003 .

[21]  Raymond McLeod,et al.  Customer Relationship Management: Integrating Marketing Strategy and Information Technology , 2002 .

[22]  Vikas Mittal,et al.  Assessing the Service-Profit Chain , 2002 .

[23]  Darrell K. Rigby,et al.  Avoid the four perils of CRM. , 2002, Harvard business review.

[24]  H. Wilson,et al.  Factors for Success in Customer Relationship Management (CRM) Systems , 2002 .

[25]  J. Sheth,et al.  Customer Relationship Management: Emerging Practice, Process, and Discipline , 2002 .

[26]  R. Winer.  A Framework for Customer Relationship Management , 2001 .

[27]  Robert C. Blattberg,et al.  Customer Equity: Building and Man-aging Relationships as Valuable Assets , 2001 .

[28]  C. Narasimhan,et al.  Customer Profitability in a Supply Chain , 2001 .

[29]  Arun Sharma,et al.  Efficacy of financial measures of marketing: It depends on markets and marketing strategies , 2001 .

[30]  W. Reinartz,et al.  On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing , 2000 .

[31]  J. Sheth,et al.  The antecedents and consequences of customer-centric marketing , 2000 .

[32]  Atul Parvatiyar,et al.  The Domain and Conceptual Foundations of Relationship Marketing , 2000 .

[33]  Atul Parvatiyar,et al.  Handbook of Relationship Marketing , 1999 .

[34]  P. Berger,et al.  Customer lifetime value: Marketing models and applications , 1998 .

[35]  Tasadduq A. Shervani,et al.  Market-Based Assets and Shareholder Value: A Framework for Analysis , 1998 .

[36]  Robert C. Blattberg,et al.  Manage marketing by the customer equity test. , 1996, Harvard business review.

[37]  S. Hunt,et al.  The Commitment-Trust Theory of Relationship Marketing , 1994 .

[38]  Gary W. Loveman,et al.  Putting the Service-Profit Chain to Work , 1994 .

[39]  R. Rust,et al.  Return on Quality: Measuring the Financial Impact of Your Company's Quest for Quality , 1993 .

[40]  Lawrence A. Crosby,et al.  Relationship Quality in Services Selling: An Interpersonal Influence Perspective: , 1990 .

[41]  V. Zeithaml.  Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence: , 1988 .

[42]  F. Dwyer,et al.  Developing Buyer-Seller Relationships: , 1987 .

[43]  P. F. Anderson.  Marketing, Strategic Planning and the Theory of the Firm , 1982 .