How to cite this paper
Azad, N & Ahmadi, F. (2015). The customer relationship management process: its measurement and impact on performance.Uncertain Supply Chain Management, 3(1), 43-50.
Refrences
Ata, U. Z., & Toker, A. (2012). The effect of customer relationship management adoption in business-to-business markets. Journal of Business & Industrial Marketing, 27(6), 497-507.
Awasthi, P., & Sangle, P. S. (2012). Adoption of CRM technology in multichannel environment: a review (2006-2010). Business Process Management Journal, 18(3), 445-471.
Bull, C. (2003). Strategic issues in customer relationship management (CRM) implementation. Business Process Management Journal, 9(5), 592-602.
Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM): People, process and technology. Business process management journal, 9(5), 672-688.
Chikweche, T., & Fletcher, R. (2013). Customer relationship management at the base of the pyramid: myth or reality?. Journal of Consumer Marketing, 30(3), 295-309.
Kim, M., Park, J. E., Dubinsky, A. J., & Chaiy, S. (2012). Frequency of CRM implementation activities: a customer-centric view. Journal of Services Marketing, 26(2), 83-93.
Mohammad, A. A., Rashid, B., & Tahir, S. (2013). Assessing the influence of customer relationship management (CRM) dimensions on organization performance: an empirical study in the hotel industry. Journal of Hospitality and Tourism Technology, 4(3), 228-247.
Mishra, A., & Mishra, D. (2009). Customer Relationship Management: implementation process perspective. Acta Polytechnica Hungarica, 6(4), 83-99.
Mithas, S., Krishnan, M. S., & Fornell, C. (2005). Why do customer relationship management applications affect customer satisfaction?. Journal of Marketing,69(4), 201-209.
Nguyen, B., & Simkin, L. (2013). The dark side of CRM: advantaged and disadvantaged customers. Journal of Consumer Marketing, 30(1), 17-30.
Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of marketing, 69(4), 167-176.
Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The customer relationship management process: its measurement and impact on performance. Journal of marketing research, 41(3), 293-305.
Ryals, L., & Knox, S. (2001). Cross-functional issues in the implementation of relationship marketing through customer relationship management. European management journal, 19(5), 534-542.
Saarij?rvi, H., Karjaluoto, H., & Kuusela, H. (2013). Customer relationship management: the evolving role of customer data. Marketing intelligence & planning, 31(6), 584-600.
Wang, Y., & Feng, H. (2012). Customer relationship management capabilities: Measurement, antecedents and consequences. Management Decision, 50(1), 115-129.
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.
Awasthi, P., & Sangle, P. S. (2012). Adoption of CRM technology in multichannel environment: a review (2006-2010). Business Process Management Journal, 18(3), 445-471.
Bull, C. (2003). Strategic issues in customer relationship management (CRM) implementation. Business Process Management Journal, 9(5), 592-602.
Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM): People, process and technology. Business process management journal, 9(5), 672-688.
Chikweche, T., & Fletcher, R. (2013). Customer relationship management at the base of the pyramid: myth or reality?. Journal of Consumer Marketing, 30(3), 295-309.
Kim, M., Park, J. E., Dubinsky, A. J., & Chaiy, S. (2012). Frequency of CRM implementation activities: a customer-centric view. Journal of Services Marketing, 26(2), 83-93.
Mohammad, A. A., Rashid, B., & Tahir, S. (2013). Assessing the influence of customer relationship management (CRM) dimensions on organization performance: an empirical study in the hotel industry. Journal of Hospitality and Tourism Technology, 4(3), 228-247.
Mishra, A., & Mishra, D. (2009). Customer Relationship Management: implementation process perspective. Acta Polytechnica Hungarica, 6(4), 83-99.
Mithas, S., Krishnan, M. S., & Fornell, C. (2005). Why do customer relationship management applications affect customer satisfaction?. Journal of Marketing,69(4), 201-209.
Nguyen, B., & Simkin, L. (2013). The dark side of CRM: advantaged and disadvantaged customers. Journal of Consumer Marketing, 30(1), 17-30.
Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of marketing, 69(4), 167-176.
Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The customer relationship management process: its measurement and impact on performance. Journal of marketing research, 41(3), 293-305.
Ryals, L., & Knox, S. (2001). Cross-functional issues in the implementation of relationship marketing through customer relationship management. European management journal, 19(5), 534-542.
Saarij?rvi, H., Karjaluoto, H., & Kuusela, H. (2013). Customer relationship management: the evolving role of customer data. Marketing intelligence & planning, 31(6), 584-600.
Wang, Y., & Feng, H. (2012). Customer relationship management capabilities: Measurement, antecedents and consequences. Management Decision, 50(1), 115-129.
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.