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.
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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
Effects of e-CRM on customer–bank relationship quality and outcomes: The case of Thailand
Sivaraks, P., Krairit, D., & Tang, J. C. S. (2011) · The Journal of High Technology Management Research · doi:10.1016/j.hitech.2011.09.006 · Cited by 98
Relationship Marketing and Customer Retention - A Systematic Literature Review
Rosário, A., & Casaca, J. A. (2023) · Studies in Business and Economics · doi:10.2478/sbe-2023-0044 · Cited by 48
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
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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.
