Concepedia

Towards a holistic perspective of customer relationship management (CRM) implementation: A case study of the Housing and Development Board, Singapore

Thompson S.H. Teo, Paul Devadoss, Shan L. Pan

Decision Support Systems · 2006 · 168 citations · 33 references

Concepts

ManagementMarketingMarketing ManagementCustomer Relationship ManagementRelationship MarketingCustomer EngagementCustomer Interaction ManagementCustomer LoyaltyCustomer SatisfactionCustomer Service ManagementRelationship ManagementCustomer Relationship Management Performance MeasurementCustomer Relationship Marketing

References

33

Case Study Research: Design and Methods

Harris Chaiklin · The Journal of Nervous and Mental Disease · 1991 · 39.9K citations

Social Sciences, Organization Studies, Case Management +7

Zero defections: quality comes to services.

Frederick F. Reichheld, W. Earl Sasser · PubMed · 1990 · 5.3K citations

Management, Quality Management, Strategic Management +15

A Set of Principles for Conducting and Evaluating Interpretive Field Studies in Information Systems1

Heinz K. Klein, Michael Myers · MIS Quarterly · 1999 · 5.2K citations

Law, Information Systems, Information Technology +9

Putting the enterprise into the enterprise system.

Thomas H. Davenport · PubMed · 1998 · 3.3K citations

Business, Computer Systems, Information Systems +14

Interpreting information systems in organizations

European Journal of Operational Research · 1995 · 2K citations

Business, Information Systems, Management Information Systems +12