How to cite this paper
Rad, T & Rahnavard, F. (2012). Evaluating bank readiness for CRM implementation.Management Science Letters , 2(4), 1073-1082.
Refrences
Anshari, M., Al-Mudimigha, A., & Aksoy, M. (2009). CRM initiatives of Banking sector in Saudi Arabia, 17(1), 32-39.
Burnett, K. (2001). The Handbook of Key Customer Relationship Management :The Definitive Guide to Winning, Managing and Developing key Account business. Prentice Hall : New Jersey, 101-106.
Cunningham, J. (2002). Customer Relationship Management. Wiley Company Oxford, United Kingdom, 5-11
Feinberg, J., & Romano, C., (2003), Electronic customer relationship management revising the general principles of usability and resistance – an integrative implementation framework. Business Process Management Journal, 9(5), 340-359.
Foss, B., & Stone, M. (2001). Successful Customer Relationship Marketing: New Thinking, New Strategies, and New Tools for Getting Closer to Your Customers. Kogan Page, and London.
Gartner, (2001). Framework for customer relationship management. Marketing Research, 11(2), 156-163.
Gebert, H., Geib, M., Kolbe, L., & Brenner, W. (2003). Knowledge-enabled customer relationship management: integrating customer relationship management and knowledge management concepts. Journal of Knowledge Management, 7(5), 107–123.
Gray, P., & Byun, J. (2001). Claremont Graduate School Center for research on information technology and organization, University of California, Irvine.
Gray, P. (2005). Manager’s Guide to Making Decision about Information Systems. New York: Wiley, PP 96-116
Gray, P., & Byun, J. (2001). Customer Relationship Management, University of California , Available at :www.crito.uci.edu
Greenberg, P. (2004). CRM at the speed of light: Essential customer strategies for the 21st century. third edition, McGraw Hill.
Hamp, J., & Swatman, P. (2002). Customer Relationship Management, Case studies of five Swedish, Luella University technologies.
Ijaz, D. (2005). How Banks Manage CRM Ab2b perspective, master’s thesis, university of technology, 1-40.
Kirkby, J. & Nelson, S. (2002). Key Issues for Customer Relationship Management Strategy.
Kotler, P. (2003). Marketing Management. New Jersey, Prentice Hall, 52.
Lindgreen, A. (2004). The design, implementation and monitoring of a CRM programme: a case study. Marketing Intelligence & Planning, 22( 2), 160 – 186.
Ngai, E. (2005). Customer relationship management research (1992-2002) An academic literature review and classification. Journal of Marketing Intelligence and Planning, 23(6), 582-605
Oakes, G. (2005). What does a good Customer Relationship Management strategy look like?, www.grahamoakes.co.uk
Ocker, J., & Mudambi, S. (2002). Assessing the Readiness of Firms for CRM: A Literature Review and Research Model. Proceedings of the 36 Th Hawaii International Conference on System Sciences.
Parvatiyar, A., & Sheth, J. N (2002). Customer Relationship Management: Emerging Practice Process and Discipline. Journal of Economic and Social Research. 3(2) 2001, 1-34.
Peppard, J. (2000). Customer Relationship Management (CRM) in Financial Services. European Management Journal, 18(3), 312-327.
Persson, P. (2004). Customer Relationship Management: How a CRM system can be used in the sales process. Master of thesis, Luia University of technology.
Ramaseshan, B., Bejou, D., Jain, S.C., Mason, C., & Pancras, J. (2006), Issues and Perspectives in Global Customer Relationship Management. Journal of Service Research, 9(2), 195-207.
Reynolds, J. (2002). A Practiocal Guide to CRM: Building More Profitable Customer Relationships. CMP books, pp 1-67
Rosenbleeth, M., & et al. (2002). Capturing Value through Customer Strategy, Boz Alen & Hamilton INC, Internet.
Snipes, R.L., Oswald, S.L., LaTourc, M., & Armenakis, A.A. (2005). The effects of specific job satisfaction facets on customer perceptions of service quality: an employee-level analysis, Journal of Business Research, 58(10), 1330–1339.
SuKim, H., & Young, G. (2010). Chan-work park Integration of firms resource and capability to implement enterprise CRM a case study of a retail bank in Korea-decision support systems, 313-322.
Swift, R. (2001), Accelerating Customer Relationship Using CRM and Relationship Technologies. prentice hall: New Jersey.
Turban, E., & Mclean, E., & Wetherbe, J., (2002). Information Technology for Management: Making Connections for Strategic Advantage. New York.
Kellen, V. (2002). Complexity, Fragmentation, Uncertainty and Emergence in CRM,
Burnett, K. (2001). The Handbook of Key Customer Relationship Management :The Definitive Guide to Winning, Managing and Developing key Account business. Prentice Hall : New Jersey, 101-106.
Cunningham, J. (2002). Customer Relationship Management. Wiley Company Oxford, United Kingdom, 5-11
Feinberg, J., & Romano, C., (2003), Electronic customer relationship management revising the general principles of usability and resistance – an integrative implementation framework. Business Process Management Journal, 9(5), 340-359.
Foss, B., & Stone, M. (2001). Successful Customer Relationship Marketing: New Thinking, New Strategies, and New Tools for Getting Closer to Your Customers. Kogan Page, and London.
Gartner, (2001). Framework for customer relationship management. Marketing Research, 11(2), 156-163.
Gebert, H., Geib, M., Kolbe, L., & Brenner, W. (2003). Knowledge-enabled customer relationship management: integrating customer relationship management and knowledge management concepts. Journal of Knowledge Management, 7(5), 107–123.
Gray, P., & Byun, J. (2001). Claremont Graduate School Center for research on information technology and organization, University of California, Irvine.
Gray, P. (2005). Manager’s Guide to Making Decision about Information Systems. New York: Wiley, PP 96-116
Gray, P., & Byun, J. (2001). Customer Relationship Management, University of California , Available at :www.crito.uci.edu
Greenberg, P. (2004). CRM at the speed of light: Essential customer strategies for the 21st century. third edition, McGraw Hill.
Hamp, J., & Swatman, P. (2002). Customer Relationship Management, Case studies of five Swedish, Luella University technologies.
Ijaz, D. (2005). How Banks Manage CRM Ab2b perspective, master’s thesis, university of technology, 1-40.
Kirkby, J. & Nelson, S. (2002). Key Issues for Customer Relationship Management Strategy.
Kotler, P. (2003). Marketing Management. New Jersey, Prentice Hall, 52.
Lindgreen, A. (2004). The design, implementation and monitoring of a CRM programme: a case study. Marketing Intelligence & Planning, 22( 2), 160 – 186.
Ngai, E. (2005). Customer relationship management research (1992-2002) An academic literature review and classification. Journal of Marketing Intelligence and Planning, 23(6), 582-605
Oakes, G. (2005). What does a good Customer Relationship Management strategy look like?, www.grahamoakes.co.uk
Ocker, J., & Mudambi, S. (2002). Assessing the Readiness of Firms for CRM: A Literature Review and Research Model. Proceedings of the 36 Th Hawaii International Conference on System Sciences.
Parvatiyar, A., & Sheth, J. N (2002). Customer Relationship Management: Emerging Practice Process and Discipline. Journal of Economic and Social Research. 3(2) 2001, 1-34.
Peppard, J. (2000). Customer Relationship Management (CRM) in Financial Services. European Management Journal, 18(3), 312-327.
Persson, P. (2004). Customer Relationship Management: How a CRM system can be used in the sales process. Master of thesis, Luia University of technology.
Ramaseshan, B., Bejou, D., Jain, S.C., Mason, C., & Pancras, J. (2006), Issues and Perspectives in Global Customer Relationship Management. Journal of Service Research, 9(2), 195-207.
Reynolds, J. (2002). A Practiocal Guide to CRM: Building More Profitable Customer Relationships. CMP books, pp 1-67
Rosenbleeth, M., & et al. (2002). Capturing Value through Customer Strategy, Boz Alen & Hamilton INC, Internet.
Snipes, R.L., Oswald, S.L., LaTourc, M., & Armenakis, A.A. (2005). The effects of specific job satisfaction facets on customer perceptions of service quality: an employee-level analysis, Journal of Business Research, 58(10), 1330–1339.
SuKim, H., & Young, G. (2010). Chan-work park Integration of firms resource and capability to implement enterprise CRM a case study of a retail bank in Korea-decision support systems, 313-322.
Swift, R. (2001), Accelerating Customer Relationship Using CRM and Relationship Technologies. prentice hall: New Jersey.
Turban, E., & Mclean, E., & Wetherbe, J., (2002). Information Technology for Management: Making Connections for Strategic Advantage. New York.
Kellen, V. (2002). Complexity, Fragmentation, Uncertainty and Emergence in CRM,