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Customer relationship management

Known as: Sales 2.0, Customer-centric relationship management, Consumer relationship 
Customer relationship management (CRM) is an approach to managing a company's interaction with current and potential future customers. The CRM… 
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Related topics

Related topics

50 relations
Automatic identification and data captureBusiness analyticsClientelingCloud computing

Papers overview

Semantic Scholar uses AI to extract papers important to this topic.
Highly Cited
2019
Highly Cited
2019
Customer Relationship Management
  • Torsten Albrecht
  • Digitalisierung in Industrie-, Handels- und…
  • 2019
  • Corpus ID: 2129106
spółczesny rynek, charakteryzujący się szczególnie agresywną konkurencją, doprowadził do sytuacji tak wysokiego stopnia… 
Highly Cited
2015
Highly Cited
2015
The customer relationship management process: its measurement and impact on performance
Customer relationship management (CRM) systems track and measure marketing campaigns over different networks. There are literally… 
Review
2011
Review
2011
Customer Engagement
In today’s highly dynamic and interactive business environment, the role of “customer engagement” (CE) in cocreating customer… 
Highly Cited
2005
Highly Cited
2005
Why Do Customer Relationship Management Applications Affect Customer Satisfaction?
This research evaluates the effect of customer relationship management (CRM) on customer knowledge and customer satisfaction. An… 
Highly Cited
2004
Highly Cited
2004
Customer Portfolio Management: Toward a Dynamic Theory of Exchange Relationships
Management of an entire portfolio of customers who are at different relationship stages requires a dynamic theory of exchange… 
Highly Cited
2003
Highly Cited
2003
Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development
Scholars have questioned the effectiveness of several customer relationship management strategies. The author investigates the… 
Highly Cited
2003
Highly Cited
2003
Understanding customer relationship management (CRM): People, process and technology
Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company's… 
Review
2003
Review
2003
Knowledge-enabled customer relationship management: integrating customer relationship management and knowledge management concepts[1]
The concepts of customer relationship management (CRM) and knowledge management (KM) both focus on allocating resources to… 
Highly Cited
2002
Highly Cited
2002
Dynamic Customer Relationship Management: Incorporating Future Considerations into the Service Retention Decision
The authors examine the influence of customer future-focused considerations, over and above the effects of satisfaction, on the… 
Highly Cited
2000
Highly Cited
2000
Service Management and Marketing: A Customer Relationship Management Approach
The Service and Relationship Imperative: Managing In Service Competition. Managing Customer Relationships: An Alternative… 
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