How to cite this paper
Zahedi, M., Cheshmberah, M & Tofighi, S. (2011). An empirical study to identify and rank CSFs in customer relationship management (CRM): A case study of oil products distribution.Management Science Letters , 1(4), 595-606.
Refrences
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Curry, A., & Kkolou, E. (2004). Evaluating CRM to contribute to TQM improvement- a cross-case
comparison. The TQM Magazine, 16(5), 314–324.
Davenport, T.H., Harris, J.G. & Kohli, A.K. (2001). How do they know their customers so well? MIT
Sloan Management Review, 42(2), 63–73.
Derek, R. A. (2005). Customer satisfaction research management. Pearson Power.
Gebert, H., Geib, M., Kolbe, L., & Brenner, W. (2003). Knowledge-enabled customer relationship
management. Journal of Knowledge Management, 7(5), 107–123.
Greenberg, P. (2004). CRM at the speed of light. 3rd edition. Berkeley, McGraw-Hill.
Hart, S., Hogg, G. & Banerjee, M. (2004). The effect of experience on CRM learning. Industrial
Marketing Management, 32, 549-560.
Hammer, M., & Stanton.S.A. (1994). Reengineering work: Don’t automate obliterate. Harvard
business review, 68(4), 104-112 .
King, S. F., & Burgess, T. F. (2007). Understanding success and failure in customer relationship
management. Industrial Marketing Management, 37(4), 421-431.
Mankoff, S. (2008). Ten Critical Success Factors for CRM: Lessons Learned from Successful
Implementations. www.siebel.com/global/benchmark.asp.
Mendoza, L. E., Marius, A., Pérez, M. , & Grim?n, A. C. (2007). Critical success factors for a
customer relationship management strategy. Information and Software Technology,49(8), 913-945.
Nguyen, T. H., Sherif, J. S., & Newby, M. (2007). Strategies for successful CRM implementation.
Information Management & Computer Security, 15(2), 102 – 115.
Pan, S. L., Tan, C. W., & Lim, E. T. K., (2006). Customer relationship management (CRM) in egovernment:
a relational perspective Source. Decision Support Systems, 42(1), 237 – 250.
Sin, L. Y. M., Tse, A. C. B., & Yim, F. H. K. (2005). CRM: Conceptualization and Scale
Development. European Journal of Marketing, 39(11/12), 1264-1290.
Richards, K. A., & Jones, E. (2008). Customer relationship management: Finding value drivers.
Industrial Marketing Management, 37(2), 120-130.
Rigby, D. K. Reichheld, F. F., & Schefter, P. (2002). Avoid four perils of CRM. Harvard Business
Review, 80(2), 101-109.
Smith, A. (2006). CRM and customer service: strategic asset or corporate overhead. Handbook of
Business Strategy, 7(1), 87-93.
Zablah, A. R., Bellenger, D. N., & Johnston, W. J. (2004). An evaluation of divergent perspectives on
customer relationship management: Towards a common understanding of an emerging
phenomenon. Industrial Marketing Management, 33(6), 475– 489.
process and technology. Business Process Management Journal, 9(5), 672-688.
Curry, A., & Kkolou, E. (2004). Evaluating CRM to contribute to TQM improvement- a cross-case
comparison. The TQM Magazine, 16(5), 314–324.
Davenport, T.H., Harris, J.G. & Kohli, A.K. (2001). How do they know their customers so well? MIT
Sloan Management Review, 42(2), 63–73.
Derek, R. A. (2005). Customer satisfaction research management. Pearson Power.
Gebert, H., Geib, M., Kolbe, L., & Brenner, W. (2003). Knowledge-enabled customer relationship
management. Journal of Knowledge Management, 7(5), 107–123.
Greenberg, P. (2004). CRM at the speed of light. 3rd edition. Berkeley, McGraw-Hill.
Hart, S., Hogg, G. & Banerjee, M. (2004). The effect of experience on CRM learning. Industrial
Marketing Management, 32, 549-560.
Hammer, M., & Stanton.S.A. (1994). Reengineering work: Don’t automate obliterate. Harvard
business review, 68(4), 104-112 .
King, S. F., & Burgess, T. F. (2007). Understanding success and failure in customer relationship
management. Industrial Marketing Management, 37(4), 421-431.
Mankoff, S. (2008). Ten Critical Success Factors for CRM: Lessons Learned from Successful
Implementations. www.siebel.com/global/benchmark.asp.
Mendoza, L. E., Marius, A., Pérez, M. , & Grim?n, A. C. (2007). Critical success factors for a
customer relationship management strategy. Information and Software Technology,49(8), 913-945.
Nguyen, T. H., Sherif, J. S., & Newby, M. (2007). Strategies for successful CRM implementation.
Information Management & Computer Security, 15(2), 102 – 115.
Pan, S. L., Tan, C. W., & Lim, E. T. K., (2006). Customer relationship management (CRM) in egovernment:
a relational perspective Source. Decision Support Systems, 42(1), 237 – 250.
Sin, L. Y. M., Tse, A. C. B., & Yim, F. H. K. (2005). CRM: Conceptualization and Scale
Development. European Journal of Marketing, 39(11/12), 1264-1290.
Richards, K. A., & Jones, E. (2008). Customer relationship management: Finding value drivers.
Industrial Marketing Management, 37(2), 120-130.
Rigby, D. K. Reichheld, F. F., & Schefter, P. (2002). Avoid four perils of CRM. Harvard Business
Review, 80(2), 101-109.
Smith, A. (2006). CRM and customer service: strategic asset or corporate overhead. Handbook of
Business Strategy, 7(1), 87-93.
Zablah, A. R., Bellenger, D. N., & Johnston, W. J. (2004). An evaluation of divergent perspectives on
customer relationship management: Towards a common understanding of an emerging
phenomenon. Industrial Marketing Management, 33(6), 475– 489.