Understanding customer relationship management (CRM): People, process and technology

By Injazz J. Chen, Karen Popovich. Business Process Management Journal, 2003

1,426 citations recorded by the source corpus.

How researchers see this paper

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

The customer relationship management process: its measurement and impact on performance (2015, result): “The results of this study are consistsnet with other studies (Chen & Popovich, 2003; Zablah et al., 2004; Reinartz et al., 2004; Saarijärvi et al., 2013).”
Towards a Successful CRM Implementation in Banks: An Integrated Model (2007, background): “…relationship management (CRM) is heralded by some as the new paradigm of marketing [see, for example, Avlonitis and Panagopoulos, 2005; Bhaskar, 2004; Chan, 2005; Chen and Popovich, 2003; Karakostas et al., 2004; Lenskold, 2004; McGovern and Panaro, 2004; Payne and Frow, 2004; Zablah et al., 2004].”
Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM (2014, background): “Finally, these systems facilitate the implementation of information technologies and provide incentives for employees to break down functional barriers and encourage enterprise-wide information sharing (Chen & Popovich, 2003; Cooper, Gwin, & Wakefield, 2008; Day, 2003).”