Customer relationship management: key components for IT success
Abstract
This article is directed towards information technology (IT) and marketing managers considering implementation of a customer relationship management (CRM) solution. The goal of this article is not to provide an all‐inclusive tutorial on CRM, but rather to provide a high level insight of the fundamental principles behind CRM and critical aspects of the IT development process. The article begins with an IT manager’s introduction into the basic CRM business and marketing principles. At the heart of the article is a proposed system development lifecycle that highlights the aspects unique or critical to CRM. Finally, it concludes with some final thoughts for long‐term success. After reading this article, the reader will be mindful of the major issues needed for success and be equipped to discuss primary development matters with vendors, staff and management.
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Zhang et al. used latent feature modification for churn prediction and classified features into a memorization feature and a generalization feature depending on data attributes.
“Zhang, Rong, et al. (2017) also used latent feature modification for churn prediction.They classified features into a memorization feature and a generalization feature depending on data attributes [11].”
From A Survey on Churn Analysis in Various Business Domains (2020) · cites this paper as [11]
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Thatcher, J. B., McKnight, D. H., Baker, E. W., Arsal, R. E., & Roberts, N. H. (2011) · IEEE Transactions on Engineering Management · doi:10.1109/tem.2009.2028320 · Cited by 196 · see citing works
Employees' affective commitment to change: The key to successful CRM implementation
Shum, P., Bove, L., & Auh, S. (2008) · European Journal of Marketing · doi:10.1108/03090560810903709 · Cited by 159 · see citing works
Bhat, S. A., & Darzi, M. A. (2016) · International Journal of Bank Marketing · doi:10.1108/ijbm-11-2014-0160 · Cited by 115 · see citing works
A Survey on Churn Analysis in Various Business Domains
Ahn, J., Hwang, J., Kim, D., Choi, H., & Kang, S. (2020) · IEEE Access · doi:10.1109/access.2020.3042657 · Cited by 108 · see citing works
“…technologies for acquisition, retention, churn, and selection of customers [27], and ever since the technologies of IT field became implemented in the CRM, various companies began to use such technologies in business areas including data warehouse, website, telecommunication, and banking [28].”
BackgroundGuerola-Navarro, V., Oltra-Badenes, R., Gil-Gomez, H., & Gil-Gomez, J. A. (2021) · Economic Research-Ekonomska Istraživanja · doi:10.1080/1331677x.2020.1836992 · Cited by 85 · see citing works
- Authors
- Bose, R.
- Affiliations
- University of New Mexico (US)
- Corresponding author
- Bose, Ranjit
- Venue
- Industrial Management & Data Systems
- Publisher
- Emerald
- Published
- 2002-03-01
- Volume
- 102
- Issue
- 2
- Pages
- 89-97
- ISSN
- 0263-5577 (ISSN-L)
- OpenAlex
- W1976307935
- Cited by
- 414
- References
- 0
- Citations by year
- 2026: 2 · 2025: 4 · 2024: 8 · 2023: 10 · 2022: 9 · 2021: 13 · 2020: 20 · 2019: 19 · 2018: 17 · 2017: 22 · 2016: 18 · 2015: 23 · 2014: 26 · 2013: 27 · 2012: 32
- FWCI
- 37.83
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Industrial Management & Data Systems (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Strategy and Management › Corporate Governance and Management
- Social Sciences › Business, Management and Accounting › Management Information Systems › ERP Systems Implementation and Impact
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Keywords
- customer relationship management, CRM implementation, system development life cycle, marketing principles
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