Student or educator? Sign up with your school email and get 6 months of Pro free.
CoChat
Sign Up
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
Open this paper in CoChat — free account

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.

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.

A few free checks a day · papers already verified open instantly · results are public

Integrity signals

Registry

Crossref · 10.1509/jmkg.2005.69.4.167

Cites

4 of 4 references verified0 citation errors · 0 not checkable

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.

A few free checks a day · papers already verified open instantly · results are public

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

Research works printed but not linked: 60

  1. 10.1007/BF02894509 · DOI
  2. Agosta Lou, 1999, The Essential Guide to Data Warehousing.
  3. Ambler Tim, 2002, Marketing and the Bottom Line
  4. 10.1509/jmkg.67.1.14.18592 · DOI · Paper page
  5. Blattberg Robert C., 1996, Harvard Business Review, 74, 136
  6. Brandenburger Adam M., 1997, Coopetition: A Revolution Mindset That Combines Competition and Game Theory Strategy That's Changing the Game of Business.
  7. Buttle Francis A., 2001, Marketing Business, 52
  8. Christensen Clayton M., 2001, Sloan Management Review, 42, 105
  9. Christensen Clayton M., 2000, Harvard Business Review, 78, 67
  10. Couldwell Clive, 1999, Marketing Week, 14
  11. Davidson Hugh, 2002, The Committed Enterprise.
  12. Ebner Manuel, 2002, McKinsey Quarterly, 49
  13. 10.5465/amr.1989.4308385 · DOI · Paper page
  14. Friedman Lawrence G., 1999, The Channel Advantage.
  15. Funk Jeffrey L., 2002, “Mobile Shopping and Multi-Channel Integration in the Japanese Mobile Industry,”
  16. 10.1023/A:1009793717081 · DOI
  17. Gosney John, 2000, Customer Relationship Management Essentials.
  18. Grabner-KraeuterSonja, and MoedritscherGernot (2002), “Alternative Approaches Toward Measuring CRM Performance,” paper presented at the Sixth Research Conference on Relationship Marketing and Customer Relationship Management, Atlanta (June 9–12).
  19. Greenberg Paul, 2001, CRM at the Speed of Light.
  20. Groth Robert, 2000, Data Mining: Building Competitive Advantage.
  21. 10.1108/03090560210417156 · DOI
  22. 10.1300/J366v01n01_04 · DOI
  23. Gummesson Evert, 2002, Total Relationship Marketing
  24. 10.1108/08858620410524016 · DOI · Paper page
  25. Heskett James L., 1994, Harvard Business Review, 82, 164
  26. Hobby John, 1999, Accountancy Age, 28
  27. 10.1177/1094670502005001002 · DOI · Paper page
  28. Jacobsen Per Ostergaard, 1999, The CRM Handbook from Group to Multiindividual.
  29. Kale Sudhir H., 2004, Marketing Management, 13, 42
  30. Kaplan Robert S., 1996, The Balanced Scorecard: Translating Strategy into Action.
  31. Kutner Steve, 1997, The Healthcare Forum Journal, 4, 52
  32. Lanning Michael J., 1998, Delivering Profitable Value.
  33. Lanning Michael J., 1988, “A Business Is a Value Delivery System,”
  34. Lanning Michael J., 1991, “Building Market-Focused Organizations,”
  35. Levitt Theodore, 1969, The Marketing Mode: Pathways to Corporate Growth.
  36. 10.1108/eb054517 · DOI
  37. 10.1177/109467059800100103 · DOI
  38. Moriarty Rowland T., 1990, Harvard Business Review, 68, 146
  39. Parvatiyar Atul, 2001, Customer Relationship Management—Emerging Concepts, Tools and Applications, 3
  40. Peacock Peter R., 1998, Marketing Management, 7, 9
  41. Peppers Don, 1993, The One to One Future.
  42. Peppers Don, 1997, Enterprise One to One.
  43. Peppers Don Martha Rogers, 1999, Harvard Business Review, 77, 151
  44. Porter Michael E., 1980, Competitive Strategy.
  45. RadcliffeJohn, and KirkbyJennifer (2002), “CRM Vendors and Service Providers,” paper presented at the Gartner Symposium ITXPO, Florence, Italy (April 8–10).
  46. Reichheld Frederick F., 1990, Harvard Business Review, 68, 105
  47. 10.1509/jmkr.41.3.293.35991 · DOI
  48. Rigby Darrell K., 2002, Harvard Business Review, 80, 101
  49. Rubin Marc, 1997, Prism, 4, 5
  50. 10.1016/0022-4359(93)90003-2 · DOI
  51. 10.1177/002224299505900205 · DOI · Paper page
  52. 10.1080/713775725 · DOI · Paper page
  53. Singh Deepali, 2003, International Journal of Customer Relationship Management, 5, 241
  54. 10.1016/S0007-6813(02)80005-2 · DOI
  55. 10.1177/00222429990634s116 · DOI · Paper page
  56. Stone Merlin, 2001, Successful Customer Relationship Marketing, 3
  57. 10.1023/A:1009759819920 · DOI
  58. Swift Ronald S., 2000, Accelerating Customer Relationships— Using CRM and Relationship Technologies.
  59. Wagner Todd R., 2000, Defying the Limits., 277
  60. Zablah Alex R., 2003, Relationship Marketing, Customer Relationship Management and Marketing Management: Co-Operation–Competition–Co-Evolution, 115

Cited by

See all 2,091

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)

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

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.