Advertisement

Current Status and Trends in Customer Relationship Management

The case of Slovenia
  • Boštjan Kos
  • Jože Zupančič
Conference paper

Abstract

Winning new customers is becoming more and more important for organizations worldwide, and keeping the loyalty of existing customers is becoming increasingly difficult. In the times of e-economy often only a mouse click separates the customer from a competitor. This means that organizations must build relations with customers and focus on satisfaction of their customers. Customer information has always been one of the most important elements for building a stable and profitable relationship; therefore it is essential that organizations capture, integrate and store all the available customer related data.

Keywords

Customer Relationship Management Business Function Marketing Department Integrate Enterprise Application Customer Relationship Management System 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. Bose, R., 2002, Customer relationship management: key components for success, Industrial Management & Data Systems, 102 (2): 89.CrossRefGoogle Scholar
  2. Dussart C., 2001, Transformative power of e-business over customer brands, European Management Journal, 19: 629.CrossRefGoogle Scholar
  3. Chen, I. J., 2001, Planning for ERP systems: analysis and future trends, Business Process Management Journal, 7: 374.CrossRefGoogle Scholar
  4. Davis, R., 2002, The wizard of Oz in CRMland: CRM’s need for business process Management, Information Systems Management, 19 (4): 43.CrossRefGoogle Scholar
  5. Firth, D. R. and Swanson, B. E., 2001, Customer relationship management: a diffusion snapshot, Information Systems Working Paper 1–01, The Anderson School at UCLA.Google Scholar
  6. Kaneshige, T., 2002, CRM’s fatal flaws, (June 28, 2002 ); http://line56.com/articles
  7. Kotorov, R. P., 2002, Ubiquitous organization: organizational design for e-CRM, Business Process Management Journal, 8: 218.CrossRefGoogle Scholar
  8. Light, B., 2001, A review of the issues associated with customer relationship management systems, Global Co-Operation in the New Millennium, The 9ih European Conference on Information Systems, Bled, Slovenia, June 27–29, 1232–1241.Google Scholar
  9. Light, B., Holland C. P. and Wills, K., 2001, ERP and best of breed: a comparative analysis, Business Process Management Journal, 7: 216.CrossRefGoogle Scholar
  10. Ling, R. and Yen, D. C., 2001, Customer relationship management: an analysis framework and implementation strategies, Journal of Computer Information Systems, XXXXI (3): 82Google Scholar
  11. Peppard J., 2000, Customer relationship management in financial services, European Management Journal, 18: 312.CrossRefGoogle Scholar
  12. Romano, N, C. Jr. and Fjermestad, J., 2001–2002, Electronic commerce customer relationship management: an assessment of research, International Journal of Electronic Commerce, 6: 61.Google Scholar
  13. Stefanou C. J., 2001, A framework for the ex-ante evaluation of ERP software, European Journal of Information Systems, 10: 204CrossRefGoogle Scholar
  14. Yen, D. C., Chou, D. C. and Chang J., (2002), A synergic analysis for Web-based enterprise resource systems, Computer Standards and Interfaces, 24: 337.CrossRefGoogle Scholar

Copyright information

© Springer Science+Business Media New York 2004

Authors and Affiliations

  • Boštjan Kos
    • 1
  • Jože Zupančič
    • 2
  1. 1.IBM SloveniaLjubljanaSlovenia
  2. 2.School of Organizational ScienceUniversity of MariborKranjSlovenia

Personalised recommendations