Customer Relationship Management History

Customer Relationship Management
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Customer Relationship Management > Best Practices > Customer Relationship Management History

Customer Relationship Management History
Al-nashir Bandali
I'm studying marketing and have been tasked with writing a historical perspective / literature overview on customer relationship management Does anyone have any thoughts on which key authors I should include in the paper apart from the ones mentioned in this article? (...) Read more? Sign up for free

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  CRM Evaluation and Implementation
Samar Elkhouly, Student (Other), Egypt, Member
  Adrian Payne "Achieving Excellence in Customer Management"
Francis Buttle "Customer Relationship Management, Concepts and Tools"
Paul Greenberg "CRM at the Speed of Light"

  CRM History and Literature Review
Mary Grace Mabunga, Student (MBA), United Kingdom, Member
  The concept of Customer Relationship Management (CRM) is believed to be closely related to Relationship Marketing from which it is believed to be rooted. According to Ryals and Payne, 2001 while CRM and RM are both focusing on relationship management, RM's primary concern is to manage multiple relationship with multiple stakeholders and CRM focuses on customer management alone.
I suggest you to read the following book and articles written by:
1. Berry, L. L. 1983. Relationship marketing. Emerging perspectives on services marketing, 66(3): 33-47.
2. Boulding, W., Staelin, R., Ehret, M., & Johnston, W. J. (2005) A Customer Relationship Management Roadmap: What is Known, Potential Pitfalls, and Where to Go. The Journal of Marketing, 69 (4): 155-166.
3. Levitt, M. J. 1991. Attachment and close relationships: A life span perspective. Intersections with attachment: 183-205.
4. Parvatiyar, A. & Sheth, J.N. (2001) Customer Relationship Management: Emerging Practice, Process and Discipline. Journal of Economic and Social Research, 3 (2): 1-34.

   
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Customer Relationship Management
Summary
Forum
🔥Relationship Between Employee Retention and Customer Relationship Management
Rethinking Call Centers
Healthcare CRM Models?
Stages of Customer Service Transformation
Best Practices
🥇Framework for Monitoring Customer Service
🥈CRM: What Forms a Strong Customer Relationship?
🥉What is the Impact of CRM on Organizational Performance?
Theories of Customer Relationship Management (CRM)
Why Customer Relationship Management? What Makes CRM Viable?
CRM in University Set Up
Customer Intimacy > WHY?
Social Customer Relationship Management | Social CRM
CRM in a Non-profit Context
Business Relations in Corporate America
The CRM-paradox by Nguyen
CRM in a Monopoly Situation
CRM in Military Organizations?
6 Markets Model (Payne, 1995)
CRM Practices in FMCG Sector
Customer Relationship Management as a Strategic Development Philosophy
Managing Customer Complaints
Relationship with Company or with Employees?
Start CRM with Fixing Fragmented Customer Service Processes
Advanced Customer-Oriented Strategy: Customer Advocacy
An Extreme CRM Case: Front Office
Increasing Student Retention using Higher Education CRM
Six Relationship Management Interaction Processes (Geersbro and Ritter) for International Relations
Customer Relationship Management Metaphor
More CRM Strengths / Benefits
Tool to assess CRM maturity?
Customer Relationship Management History
CRM in Government


Customer Relationship Management
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