Beruflich Dokumente
Kultur Dokumente
No
Year of
Publication
2008
2008
2008
2010
2006
2005
2009
2004
2008
10
2003
11
2005
12
2013
13
2005
14
2006
15
2013
"Customer Relationship
Management in Electronic
Markets"
Author
"Journal Name
"Journal of Relationship
Marketing"
"Journal of Relationship
Marketing"
"Journal of Relationship
Marketing"
"Journal of Marketing
Management"
Baohong Sun
"Journal of Marketing"
"Journal of Organizational
Computing and
Electronic Commerce"
"Journal of Relationship
Marketing"
International "Journal of
Electronic Commerce"
"Journal of Marketing,"
"Journal of Relationship
Marketing"
Marianna Sigala
"Journal of Marketing
Communications"
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
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.
This article explains how social media channels enable brands and
companies to engage with consumers.
Key Variables
Findings
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.