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| Author: | Meyer, M. Kolbe, L. |
| Title: | Integration of customer relationship management: status quo and implications for research and practice |
| Journal: | Journal of Strategic Marketing
2005 : SEP, VOL 13:3, p. 175-198 |
| Index terms: | Customer relationship management (CRM) Theory of the firm |
| Language: | eng |
| Abstract: | This paper deals with the state-of-the-art research on customer relationship management (CRM) integration. After introducing the CRM concepts, it is argued that CRM integration is vital to corporate performance on the project or enterprise level. Based on results of market studies and a systematic literature review of selected papers spanning five disciplines, it is shown that research has mainly been confined to the specifics of those domains. Interestingly, applicable theories of the firm are not widely employed as explanatory foundation for CRM integration. |
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