The DOI matches its OpenAlex record; 1 of the 1 references it cites were found in a registry or an index.
Customer relationship management in financial services: towards information-enabled relationship marketing
Abstract
Relationship marketing is concerned with how organizations manage and improve their relationships with customers for long-term profitability. Customer relationship management (CRM), which is becoming a topic of increasing importance in marketing, is concerned with using information technology (IT) in implementing relationship marketing strategies. This paper reports on a study of the adoption and use of CRM in the financial services sector. In particular, the key elements of CRM are examined in these organizations and executives' perceptions of the main IT components that enable responsive CRM are explored. CRM is classified into five stages of sophistication and a framework for CRM adoption is developed.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
Handbook of Qualitative Research
Crozier, G., Denzin, N., & Lincoln, Y. (1994) · British Journal of Educational Studies · doi:10.2307/3121684 · Cited by 26,666
Cited by
Leung, F. F., Gu, F. F., & Palmatier, R. W. (2022) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-021-00829-4 · Cited by 580
Ngai, E. W. T. (2005) · Marketing Intelligence & Planning · doi:10.1108/02634500510624147 · Cited by 387
The role of multichannel integration in customer relationship management
Payne, A., & Frow, P. (2004) · Industrial Marketing Management · doi:10.1016/j.indmarman.2004.02.002 · Cited by 367
Self-citationExploring the role of customer relationship management (CRM) systems in customer knowledge creation
Khodakarami, F., & Chan, Y. E. (2014) · Information & Management · doi:10.1016/j.im.2013.09.001 · Cited by 321
Teo, T. S. H., Devadoss, P., & Pan, S. L. (2006) · Decision Support Systems · doi:10.1016/j.dss.2006.01.007 · Cited by 167
Metadata
- Authors
- Ryals, L. J., & Payne, A.
- Venue
- Journal of Strategic Marketing
- Publisher
- Taylor & Francis
- Published
- 2001-01-01
- Volume
- 9
- Issue
- 1
- Pages
- 3-27
- ISSN
- 0965-254X (ISSN-L)
- OpenAlex
- W2110538486
- Cited by
- 371
- References
- 1
- FWCI
- 12.28
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: Customer relationship management in financial services: towards information-enabled relationship marketing. https://app.cochat.ai/papers/10.1080/09652540010011484
- The paper
- Ryals, L. J., & Payne, A. (2001). Customer relationship management in financial services: towards information-enabled relationship marketing. Journal of Strategic Marketing. https://doi.org/10.1080/09652540010011484
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
