Customer relationship management: key components for IT success

By Ranjit Bose. Industrial management & data systems, 2002

477 citations recorded by the source corpus.

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Service Quality in Multichannel Services Employing Virtual Channels (2006, background): “In addition, existing back offices need to accommodate future additions of new virtual channels employing new technologies (Bose 2002).”
Towards a Successful CRM Implementation in Banks: An Integrated Model (2007, methodology): “…on CRM Success The relationships between strategic factors, tactical factors, operational factors and CRM success (customer retention) have been addressed in a number of studies [Avlonitis et al., 2005; Bose, 2002; Chan, 2005; Chen and Popovich, 2003; Kennedy and King, 2004; Zablah et al., 2004].”
CRM and customer-centric knowledge management: an empirical research (2003, background): “Leading firms, after gradually adopting the production, sales and marketing philosophies, are now faced with the challenges of a new orientation that might be termed a customer-centric one (Bose, 2002).”
Impact of Customer Relationship Management on Customer Satisfaction: The Case of a Budget Hotel Chain (2017, background): “CRM applications are time consuming, expensive, and carry a significant risk of failure (Bose, 2002), and these challenges are more significant for budget hotels (Moriarty, Jones, Rowley, & Kupiec-Teahan, 2008), which do not have the supporting budgets (Ozgener & Iraz, 2006) or the strong branding…”