The Impact of Customer Relationship Management Implementation on Cost and Profit Efficiencies: Evidence from the U.S. Commercial Banking Industry
By A. Krasnikov, S. Jayachandran, Vinay Kumar. 2009
264 citations recorded by the source corpus.
Subfields: Marketing, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/dee22a578887f47292f5b0278b6627800dfc1c1c
How researchers see this paper
The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.
In Marketing
- Philippe Duverger
- Alessandro Acquisti
- Vinay Kumar
- Bas Hillebrand
- Jurriaan J. Nijholt
- Edwin J. Nijssen
- George Loewenstein
- Lorrie Faith Cranor
In Organizational Behavior and Human Resource Management
- Philippe Duverger
- Alessandro Acquisti
- Vinay Kumar
- Bas Hillebrand
- Jurriaan J. Nijholt
- Edwin J. Nijssen
Citations in the corpus
- Exploring CRM effectiveness: an institutional theory perspective (2011, background): “…theory is based on the observation that CRM has received a considerable amount of attention from consulting firms, the business press and the academic press (Krasnikov et al. 2009), leading some practitioners to posit that CRM has been “over-hyped” and “over-sold” (Whitmore and Copulsky 2003).”
- The Economics of Personal Data and the Economics of Privacy (2010, background): “As an example, the impact of customer relationship management (CRM) on firm performance remains a debated topic; Krasnikov et al. (2009) find that CRM implementation is associated with an increase in profit efficiency, but a decline in cost efficiency.”
- A Theory of Customer Valuation: Concepts, Metrics, Strategy, and Implementation (2018, result): “…firms have reported significant increases of approximately 35% and 57%, respectively, in their stock prices; better prediction of stock price movements; and superior performance with respect to the stock market index and rival firms (Krasnikov, Jayachandran, and Kumar 2009; Kumar and Shah 2009).”
- Curvilinear Effects of User-Generated Content on Hotels’ Market Share (2013, methodology): “…RevPAR growth in the market); and IM i , which is addressing the potential sample bias using Lee’s (1983) generalization of the Heckman selection correction to create the selection correction variable IM i (Krasnikov, Jayachandran, and Kumar 2009; Kalaignaman, Shankar, and Varadarajan 2007).3”