A Framework for Customer Relationship Management

By R. Winer. 2001

970 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/2e023f08911d686b72c0bf0a11cdc875dbf48449

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Peter C. Verhoef
2. Chezy Ofir
3. Farnoosh Khodakarami
4. Raymond G. Sin
5. Mary J. Culnan
6. Sunil Gupta
7. Hsien-Tung Tsai
8. Yolande E. Chan

In Organizational Behavior and Human Resource Management

1. Sunil Gupta
2. Peter C. Verhoef
3. Chezy Ofir
4. Farnoosh Khodakarami
5. Raymond G. Sin
6. Mary J. Culnan
7. Hsien-Tung Tsai
8. Yolande E. Chan

Citations in the corpus

• Strategies for reducing online privacy risks: Why consumers read (or don't read) online privacy notices (2004, background): “For database marketers in an online environment, collection of personal information as well as data pertaining to Web site visits, pages viewed, ads and products examined, the time spent on the site, and purchases made is central to executing their marketing strategy (Winer, 2001).”
• Customers as assets (2003, background): “Furthermore, the abundance of customer information and increasingly sophisticated information technology and statistical modeling have led to a revolution in areas such as customer relationship management or CRM (Winer, 2001).”
• Exploring the role of customer relationship management (CRM) systems in customer knowledge creation (2014, background): “Gathering, managing, and sharing customer knowledge can be a valuable competitive activity for organizations [21,72]; however, within the broad domain of knowledge management, customer knowledge has received relatively little attention.”
• Personalization versus Privacy: An Empirical Examination of the Online Consumer’s Dilemma (2005, background): “For example, vendors invest in personalization and information acquisition capabilities such as Customer Relationship Management (CRM) tools and personalization engines to manage various customer retention strategies [56].”
• The Effect of Stating Expectations on Customer Satisfaction and Shopping Experience (2005, background): “At a more general level, customer relationship management calls for developing a more intimate knowledge of customers (e.g., Winer 2001).”
• Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development (2003, background): “An intense interest in customer relationships is also apparent in marketing practice and is most evident in firms’ significant investments in customer relationship management (CRM) systems (Kerstetter 2001; Reinartz and Kumar 2002; Winer 2001).”