Customer relationship management and its impact on innovation: A literature review

2021 ◽  
Vol 129 ◽  
pp. 83-87
Author(s):  
Vicente Guerola-Navarro ◽  
Hermenegildo Gil-Gomez ◽  
Raul Oltra-Badenes ◽  
Javier Sendra-García
Keyword(s):  
Literature Review ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship

scholarly journals Customer Relationship Management: A Review and Classification

2019 ◽  
Vol 7 (2) ◽  
pp. 187-210
Author(s):  
Mosa Alokla ◽  
Mais Alkhateeb ◽  
Muneer Abbad ◽  
Faten Jaber
Keyword(s):  
Literature Review ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Research Strategies ◽  
Research Papers ◽  
Academic Literature ◽  
Current State ◽  
Effective Components ◽  
Online Databases

This research identifies the effective components that influence the evolution of the concepts of customer relationship management (CRM) research strategies and to present the academic literature review and classifications of CRM. It provides an overview of CRM research and identifies the gaps in the previous CRM literature review. To achieve this, our research is based on the period from 2006 to 2010. Data is collected from 618 research papers on CRM for the 2006-2010 period as sourced from top online databases. The data are then analysed by capturing the keywords of articles to determine the different perspectives to the study of CRM. The components of CRM are then classified. The emerging schema is then used to review the literature. The results show the current state of the art in that period (2006-2010) for CRM research, the comprehension of CRM components, their categories and techniques.

Integrating Customer Relationship Management, Performance Management, and Knowledge Management through Balanced Scorecard

2011 ◽  
pp. 223-249
Author(s):  
Anthony Liew
Keyword(s):  
Knowledge Management ◽  
Literature Review ◽  
Performance Management ◽  
Customer Relationship Management ◽  
Balanced Scorecard ◽  
Business Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
Management Concepts

This chapter is primarily based on literature review or secondary research and analysis. The objective of this study is to extend and amalgamate the three major business management concepts: CRM, PM, and KM.

Integrating Customer Relationship Management, Performance Management, and Knowledge Management through Balanced Scorecard

2013 ◽  
pp. 205-231
Author(s):  
Anthony Liew
Keyword(s):  
Knowledge Management ◽  
Literature Review ◽  
Performance Management ◽  
Customer Relationship Management ◽  
Balanced Scorecard ◽  
Business Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
Management Concepts

This chapter is primarily based on literature review or secondary research and analysis. The objective of this study is to extend and amalgamate the three major business management concepts: CRM, PM, and KM.

scholarly journals Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review

2020 ◽  
Vol 71 ◽  
pp. 103442
Author(s):  
Yahia Baashar ◽  
Hitham Alhussian ◽  
Ahmed Patel ◽  
Gamal Alkawsi ◽  
Ahmed Ibrahim Alzahrani ◽  
...  
Keyword(s):  
Literature Review ◽  
Customer Relationship Management ◽  
Systematic Literature Review ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Systems ◽  
Healthcare Environment
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