Customer Relationship Management Systems The WritePass Journal

Customer Relationship Management Systems Abstract: Customer Relationship Management Systems Available at: http://doblegroup.com/dell-case-study/ Fan, Y. W., Ku, E. (2010). â€Å"Customer focus, service process fit and customer relationship management profitability: the effect of knowledge sharing.†Ã‚  The Service Industries Journal. Vol.  30(2) pp. 203-223. Jayachandran, S., Sharma, S., Kaufman, P., Raman, P. (2005). â€Å"The role of relational information processes and technology use in customer relationship management.†Ã‚  Journal of Marketing. Vol.  69(4), pp.177-192. Lin, R. J., Chen, R. H., Chiu, K. K. S. (2010). â€Å"Customer relationship management and innovation capability: an empirical study.†Ã‚  Industrial Management Data Systems. Vol.110(1) pp.111-133. Ãâ€"ztaysi, B., Sezgin, S., Ãâ€"zok, A. F. (2011). â€Å"A measurement tool for customer relationship management processes.†Ã‚  Industrial Management Data Systems. Vol.  111(6) pp. 943-960. Payne, A., Frow, P. (2005). â€Å"A strategic framework for customer relationship management.†Ã‚  Journal of Marketing. Vol.  69(4) pp.167-176. Reinartz, W., Krafft, M., Hoyer, W. D. (2004). â€Å"The customer relationship management process: its measurement and impact on performance.†Ã‚  Journal of Marketing Research. Vol. 41(3) pp.293-305.