Abstract
Winning new customers is becoming more and more important for organizations worldwide, and keeping the loyalty of existing customers is becoming increasingly difficult. In the times of e-economy often only a mouse click separates the customer from a competitor. This means that organizations must build relations with customers and focus on satisfaction of their customers. Customer information has always been one of the most important elements for building a stable and profitable relationship; therefore it is essential that organizations capture, integrate and store all the available customer related data.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Bose, R., 2002, Customer relationship management: key components for success, Industrial Management & Data Systems, 102 (2): 89.
Dussart C., 2001, Transformative power of e-business over customer brands, European Management Journal, 19: 629.
Chen, I. J., 2001, Planning for ERP systems: analysis and future trends, Business Process Management Journal, 7: 374.
Davis, R., 2002, The wizard of Oz in CRMland: CRM’s need for business process Management, Information Systems Management, 19 (4): 43.
Firth, D. R. and Swanson, B. E., 2001, Customer relationship management: a diffusion snapshot, Information Systems Working Paper 1–01, The Anderson School at UCLA.
Kaneshige, T., 2002, CRM’s fatal flaws, (June 28, 2002 ); http://line56.com/articles
Kotorov, R. P., 2002, Ubiquitous organization: organizational design for e-CRM, Business Process Management Journal, 8: 218.
Light, B., 2001, A review of the issues associated with customer relationship management systems, Global Co-Operation in the New Millennium, The 9ih European Conference on Information Systems, Bled, Slovenia, June 27–29, 1232–1241.
Light, B., Holland C. P. and Wills, K., 2001, ERP and best of breed: a comparative analysis, Business Process Management Journal, 7: 216.
Ling, R. and Yen, D. C., 2001, Customer relationship management: an analysis framework and implementation strategies, Journal of Computer Information Systems, XXXXI (3): 82
Peppard J., 2000, Customer relationship management in financial services, European Management Journal, 18: 312.
Romano, N, C. Jr. and Fjermestad, J., 2001–2002, Electronic commerce customer relationship management: an assessment of research, International Journal of Electronic Commerce, 6: 61.
Stefanou C. J., 2001, A framework for the ex-ante evaluation of ERP software, European Journal of Information Systems, 10: 204
Yen, D. C., Chou, D. C. and Chang J., (2002), A synergic analysis for Web-based enterprise resource systems, Computer Standards and Interfaces, 24: 337.
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2004 Springer Science+Business Media New York
About this paper
Cite this paper
Kos, B., Zupančič, J. (2004). Current Status and Trends in Customer Relationship Management. In: Linger, H., et al. Constructing the Infrastructure for the Knowledge Economy. Springer, Boston, MA. https://doi.org/10.1007/978-1-4757-4852-9_53
Download citation
DOI: https://doi.org/10.1007/978-1-4757-4852-9_53
Publisher Name: Springer, Boston, MA
Print ISBN: 978-1-4419-3459-8
Online ISBN: 978-1-4757-4852-9
eBook Packages: Springer Book Archive