Articles on Customer Relationship Management (CRM)

• Whose Identity is it Anyway? Consumer Representation in the Age of Database Marketing
  Articles on Customer Relationship Management (CRM) - DETLEV ZWICK York University - Schulich School of Business NIK DHOLAKIA University of Rhode Island



• Are Customer Information Systems Worth It?: Results from B2B Services
  Articles on Customer Relationship Management (CRM) - DEBRA ZAHAY Northern Illinois University - Department of Marketing ABBIE GRIFFIN University of Illinois at Urbana-Champaign - Department of Business Administration; University of Chicago - Graduate School of Business



• Predicting Customer Lifetime Value in Multi-Service Industries
  Articles on Customer Relationship Management (CRM) - Donkers, B., Verhoef, Peter C. and de Jong, Martijn, "Predicting Customer Lifetime Value in Multi-Service Industries " (04 29, 2003). ERIM Report Series Reference No. ERS-2003-038-MKT. Available at SSRN:



• Efficient Pricing of Asian Options by the PDE Approach
  Articles on Customer Relationship Management (CRM) - Dubois, Francois and Lelievre, Tony, "Efficient Pricing of Asian Options by the PDE Approach" . Journal of Computational Finance, Vol. 8, No. 2, pp. 55-64, Winter 2004/05 Available at SSRN:



• CRM Technologies as a Leverage of Competitiveness and Business Value Creation in European Markets: A Comparison between Italy and the Netherlands
  Articles on Customer Relationship Management (CRM) - Pilotti, Luciano, van Baalen, Peter J. and Lorenzon, Antonio, "CRM Technologies as a Leverage of Competitiveness and Business Value Creation in European Markets: A Comparison between Italy and the Netherlands" (January 2005). Available at SSRN:



• Consumer Subjectivity in the Age of Internet: The Radical Concept of Marketing Control through Customer Relationship Management
  Articles on Customer Relationship Management (CRM) - Zwick, Detlev and Dholakia, Nik, "Consumer Subjectivity in the Age of Internet: The Radical Concept of Marketing Control through Customer Relationship Management" . Information and Organization, Vol. 14, No. 3, pp. 211-236, 2004 Available at SSRN:



• Eleven Misconceptions about Customer Relationship Management
  Articles on Customer Relationship Management (CRM) - Verhoef, Peter C. and Langerak, Fred, "Eleven Misconceptions about Customer Relationship Management" . Business Strategy Review, Vol. 13, pp. 70-76, 2002 Available at SSRN:



• Ontology-based Customer Complaint Management
  Articles on Customer Relationship Management (CRM) - Jarrar, Mustafa, Verlinden, Ruben and Meersman, Robert, "Ontology-based Customer Complaint Management" . Proceedings of the Workshop on Regulatory Ontologies, Springer Verlag LNCS. Vol. 2889, pp. 594-606, November 2003 Available at SSRN:



• When are CRM Systems Successful? The Perspective of the User and of the Organization
  Articles on Customer Relationship Management (CRM) - van Bruggen, Gerrit H. and Wierenga, Berend, "When are CRM Systems Successful? The Perspective of the User and of the Organization" (September 8, 2005). ERIM Report Series Reference No. ERS-2005-048-MKT Available at SSRN:



• Marketing Knowledge Management in Strategic Adoption of a CRM Solutions: Global Supports and Applications in Europe
  Articles on Customer Relationship Management (CRM) - Pilotti, Luciano, van Baalen, Peter J. and Lorenzon, Antonio, "Marketing Knowledge Management in Strategic Adoption of a CRM Solutions: Global Supports and Applications in Europe" (January 2005). Available at SSRN:



• Improving the Quality of Corporate Household Data: Current Practices and Research Directions
  Articles on Customer Relationship Management (CRM) - Madnick, Stuart E., Wang, Richard Y., Dravis, Frank and Chen, Xinping, "Improving the Quality of Corporate Household Data: Current Practices and Research Directions" (November 2001). MIT Sloan Working Paper No. 4398-01. Available at SSRN:



• Banner Advertising as a Customer Retention Tool in Customer Relationship Management
  Articles on Customer Relationship Management (CRM) - Manchanda, Puneet, Dube, Jean-Pierre H., Goh, Khim Yong and Chintagunta, Pradeep K., "Banner Advertising as a Customer Retention Tool in Customer Relationship Management" (September 2003). Available at SSRN:



• Estimating Firm-Level Demand at a Price Comparison Site: Accounting for Shoppers and the Number of Competitors
  Articles on Customer Relationship Management (CRM) - Baye, Michael R., Gatti, Rupert J., Kattuman, Paul A. and Morgan, John John, "Estimating Firm-Level Demand at a Price Comparison Site: Accounting for Shoppers and the Number of Competitors" (December 2004). Available at SSRN:



• Strategic Marketing - Role of Relationships, Information - Services
  Articles on Customer Relationship Management (CRM) - Chopra, Komal, "Strategic Marketing - Role of Relationships, Information - Services" (December 12, 2004). Available at SSRN:



• Time-Driven Activity-Based Costing
  Articles on Customer Relationship Management (CRM) - Kaplan, Robert S. and Anderson, Steven R., "Time-Driven Activity-Based Costing" (November 2003). Available at SSRN:



• Why do Customer Relationship Management Applications Affect Customer Satisfaction?
  Articles on Customer Relationship Management (CRM) - SUNIL MITHAS Robert H. Smith School of Business MAYURAM S. KRISHNAN Stephen M. Ross School of Business at University of Michigan CLAES FORNELL Stephen M. Ross School of Business at University of Michigan



• Exemplifying Business Opportunities for Improving Data Quality from Corporate Household Research
  Articles on Customer Relationship Management (CRM) - Madnick, Stuart E., Wang, Richard Y., Chettayar, Krishna, Dravis, Frank, Funk, James, Katz-Haas, Raissa, Lee, Cindy, Lee, Yang, Xian, Xiang and Bhansali, Sumit, "Exemplifying Business Opportunities for Improving Data Quality from Corporate Household Research" (February 2004). MIT Sloan Working Paper No. 4481-04; CISL Working Paper No. 2004-03. Available at SSRN:



• Customer Relationship Management: Strategies and Company-wide Implementation
  Articles on Customer Relationship Management (CRM) - MAURICIO MITTELMAN INSEAD - Marketing VINCENT ONYEMAH Boston University - Department of Marketing