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Sr.

No

Year of
Publication

2008

2008

2008

2010

2006

2005

2009

8
9

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11
12
13
14
15

Name of the Article

Corporate and Brand Web Sites as Customer Relationship


Management Tools

Customer Relations Through


the Internet

Customer Relationship
Management in Electronic
Markets

Factors for Success in Customer Relationship


Management (CRM) Systems

Technology Innovation and Implications for Customer


Relationship Management

The Role of Relational Information Processes and


Technology Use in Customer Relationship
Management

Assessing Customer Satisfaction in a Vcommerce


Environment

Author

Journal Name

Robert D. Winsor , Birgit Leisen ,


Mark Leach & Annie Liu

Journal of Relationship
Marketing

Hans H. Bauer , Mark Grether &


Mark Leach

Journal of Relationship
Marketing

Gopalkrishnan R. Iyer & David


Bejou

Journal of Relationship
Marketing

Hugh Wilson , Elizabeth Daniel &


Malcolm McDonald

Journal of Marketing
Management

Baohong Sun

Marketing Science

Satish Jayachandran, Subhash


Sharma, Peter Kaufman and
Pushkala Raman

Journal of Marketing

Shuchih Ernest Chang & Yu-Teng


Jang

Journal of Organizational
Computing and
Electronic Commerce

Research Question

A general overview
and framework of the opportunities provided by each form of
Internet relationshipbuilding approach, a suggested implementation process for
exploiting
these opportunities, and the specific business, product, and
market conditions that facilitate these potential advantages

The authors present a critical theoretical and empirical analysis of


the
contribution the Internet can make to successful relationship
marketing.

authors identify various contentious issues behind the


various key concepts of relationship management and identify
several areas
that deserve closer academic scrutiny and managerial inspection.
The
paper also comments on the extent to which Internet technology can
bring
about closer relationships with a firms customers

This study
examines the factors that influence the successful
deployment of CRM applications, with particular
emphasis on those factors which are distinct from
other areas of application. Using the analytic
induction method, success factors were derived
from five in-depth case studies

Focus is on
discussing new possibilities for CRM and its implications
for marketing models.

The authors conceptualize


and measure relationali nformatiopnr ocesses, or organizationalr
outinest hata re criticalf orc ustomerr elationshipm
anagement (CRM). the key driversa nd outcome of relationali
nformationpr ocesses
and the role of technology in implementing CRM using data
collected from a diverse sample of firms.

The design and implementation of a non-intrusive method of


assessing
customer satisfaction in a voice-enabled electronic commerce
environment

Key Variables

Customer relationship management, CRM, internet, relationship


marketing, electronic commerce

Internet, customer relationship management, trust, commitment,


satisfaction, LISREL

Customer relationship management (CRM), e-CRM,


electronic market relationships, relationship marketing

customer relationship management, IT, analytic


induction, success factors, barriers, marketing

customer relationship management; service channel; CRM


programs; pricing of services;
development of customer demand; cross-selling; communication
campaign; adaptive learning; dynamic
marketing interventions

Customer Relationship Orientation, Customer-Centric


Management System, CRM Technology Use, Relational
Information Process

back propagation networks; customer satisfaction; customization;


electronic
commerce; voice applications

Findings

CRM technology promises to be a powerful form of


competitive
and operational leverage for nearly all
organizations, only some forms
of Internet-based CRM efforts are appropriate for
each firm. Adopting
the wrong model places a firm at a strategic and
economic disadvantage
by confounding its mission and misdirecting
valuable resources

The analysis showed that


trust in a business relationship has a positive effect
on commitment
(23 = .47). Customers who trust a corporation feel
more committed to
it. The regression coefficient for the interaction of
satisfaction with a
business relationship and commitment reveals that
satisfaction has an
even greater effect on commitment than trust has
(21 = .78)

practitioners need to re-evaluate


their deployment of CRM technologies, especially
their goals and the
types of tasks for which technological solutions are
particularly effective,
academics must engage in a detailed empirical
examination through replications and extensions of
past studies of the satisfaction-loyaltyprofitability
links to draw out the boundary conditions under
which
these links hold true.

the importance to the success of IT/marketing


initiatives of a market
orientation; the need for business system
convergence on a single view of
customers and other entities such as competitors;
the need to include cultural
change issues within the projects scope; the need
to design for flexibility;
and the need to manage IT infrastructure.

Application of
CRM involves predictions of customer acquisition,
retention, and development probabilities, forecast
of
future revenues, development of customer demand
and preference, firm learning and solution of
marketing
interventions in a dynamic setting.

The
results show that relational informationprocesses
play a vital role in enhancing an organization's
customer relationship performance. By moderating
the influence of relational information processes on
customer relationship
performance, technology used for CRM performs an
important and supportive role.

The future of v-commerce will be supplemented by


applications used by a wider
variety of users and by more horizontal
applications. access to the conventional
desktop and Internet applications through voice
channelwill become very attractive.