Client/server benefits, problems, best practices
Communications of the ACM
Data completeness: a key to effective net-based customer service systems
Communications of the ACM - E-services: a cornucopia of digital offerings ushers in the next Net-based evolution
Visualization strategies and tools for enhancing customer relationship management
Communications of the ACM - Bioinformatics
A study of technologies for Client/Server applications
ACM-SE 38 Proceedings of the 38th annual on Southeast regional conference
Methodology for customer relationship management
Journal of Systems and Software - Special issue: Selected papers from the 11th Asia Pacific software engineering conference (APSEC 2004)
Client-server architecture for collaborative remote experimentation
Journal of Network and Computer Applications
Why build a customer relationship management capability?
The Journal of Strategic Information Systems
Journal of Management Information Systems
The Ladder of Business Intelligence (LOBI): a framework for enterprise IT planning and architecture
International Journal of Business Information Systems
International Journal of Business Information Systems
Acceptability of internet voting and CRM principles among the internet savvy
International Journal of Business Information Systems
Data mining research for customer relationship management systems: a framework and analysis
International Journal of Business Information Systems
Accelerating customer relationships: using crm and relationship technologies™
Accelerating customer relationships: using crm and relationship technologies™
Expert Systems with Applications: An International Journal
The state of CRM adoption by the financial services in the UK: an empirical investigation
Information and Management
A conceptual model for proactive-interactive customer complaint management systems
International Journal of Business Information Systems
Direct mailing decisions based on the worst and best practice cross-efficiency evaluations
International Journal of Business Information Systems
International Journal of Business Information Systems
International Journal of Business Information Systems
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Customer relationship management (CRM) is predicated on the notion that understanding and responding to customers is key to customer satisfaction, retention, and ultimately revenue growth and profitability. With the increasing power, reach, and role of information and communications technologies (ICT), business organisations are increasingly finding new grounds and opportunities for exploiting these technologies. However, many issues surrounding CRM remain largely unresolved. In particular, overemphasis on the marketing and business strategy perspectives has overshadowed the nature of CRM as information system. This paper proposes an integrative framework with particular emphasis on the systems perspective of CRM, and presents a client/server architecture for the CRM system. The framework and the architecture are intended to better assist in the understanding, development, and implementation of CRM systems.