Gaining customer knowledge through analytical CRM
By X. Xu, J. Walton. Industrial management & data systems, 2005
399 citations recorded by the source corpus.
Subfields: Organizational Behavior and Human Resource Management, Strategy and Management
View Paper: https://www.semanticscholar.org/paper/3e971f005bca6405314c3a89b93934c5a6515893
How researchers see this paper
The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.
In Organizational Behavior and Human Resource Management
- Metin Kozak
- Farnoosh Khodakarami
- Yolande E. Chan
- Roya Rahimi
- Binshan Lin
- Girish Prayag
- Hikaru Hasegawa
- T. Lee
In Strategy and Management
- Metin Kozak
- Chia-Jung Chang
- Yolande E. Chan
- Kuang-Hsun Shih
- Roya Rahimi
- Binshan Lin
- N. Kamukama
- M. Al-Musali
Citations in the corpus
- Exploring the role of customer relationship management (CRM) systems in customer knowledge creation (2014, background): “CRM systems mainly fall into three categories [7,23,28,29,42,74]:”
- Impact of Customer Relationship Management on Customer Satisfaction: The Case of a Budget Hotel Chain (2017, background): “For instance, Xu and Walton (2005) in their study mentioned the following major benefits of implementing CRM: improving customer satisfaction, retaining existing customers, providing strategic information, and improving customer lifetime value.”
- Assessing knowledge creation and intellectual capital in banking industry (2010, background): “Xu and Walton (2005) and Liew (2008) suggested the integration of KM and CRM is a strategic issue that has strong ramifications in the long-term competitiveness of organizations.”