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Cited by 2,091

The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.

A Strategic Framework for Customer Relationship Management

Payne, Adrian, Frow, Pennie·2005·Journal of Marketing
DOI 10.1509/jmkg.2005.69.4.167
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Abstract

In this article, the authors develop a conceptual framework for customer relationship management (CRM) that helps broaden the understanding of CRM and its role in enhancing customer value and, as a result, shareholder value. The authors explore definitional aspects of CRM, and they identify three alternative perspectives of CRM. The authors emphasize the need for a cross-functional, process-oriented approach that positions CRM at a strategic level. They identify five key cross-functional CRM processes: a strategy development process, a value creation process, a multichannel integration process, an information management process, and a performance assessment process. They develop a new conceptual framework based on these processes and explore the role and function of each element in the framework. The synthesis of the diverse concepts within the literature on CRM and relationship marketing into a single, process-based framework should provide deeper insight into achieving success with CRM strategy and implementation.

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Citations

Cites

Show all 4 references

Research works printed but not linked: 60

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Cited by

Metadata

Authors
Payne, A., & Frow, P.
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
2005-10
Volume
69
Issue
4
Pages
167-176
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1509/jmkg.2005.69.4.167
OpenAlex
W2104719746
Cited by
2,091
References
4
FWCI
95.14
Type
journal article
Language
en
Open access
closed
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)

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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.