Determining technology trends and forecasts of CRM through a historical review and bibliometric analysis of data from 1991 to 2005

Chao, Chia-Cheng; Jen, Wen-Yuan; Chi, Yan-Ping; Lin, Bin

doi:10.1504/ijmed.2007.013154

Cited by 11 publications

(6 citation statements)

References 29 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Customer relationship management (CRM) continued to be the number one management tool by usage (Rigby and Bilodeau, 2015) and considered a critical enterprise application with superior business objectives (Chao et al, 2007). Over the last two decades, business enterprises have witnessed a paradigm shift in the business environment, characterised by regulatory changes, the emergence of non-traditional players, increased globalization, ever-increasing competition, and advancement in information technology (IT).…”

Section: Introductionmentioning

confidence: 99%

Customer perception of CRM implementation in banking context

Dubey

Sangle

2019

JAMR

View full text Add to dashboard Cite

Purpose The purpose of this paper is to develop and validate a scale for measuring a customer’s perception of customer relationship management (CRM) initiatives of a bank. Based upon resource-based view, CRM technology capability has been conceptualized as a multidimensional construct comprising of technology, people and business resource (process). This study aims to develop a comprehensive scale for performance measurement of CRM technology capability, customer orientation and co-creation from the customer perspective. Design/methodology/approach A systematic scale development process was adopted consisting of three phases, a qualitative inquiry which included item generation through literature review, expert opinion and focus group study, scale purification and refinement using item analysis and exploratory factor analysis, and scale validation using confirmatory factor analysis. The study sample consisted of 324 respondents, with a usable response rate of 68 percent. Findings The findings of the empirical study resulted in a 42-item scale that measures CRM technology capability (technology, people and process), customer orientation, co-creation and relationship quality and outcome (RQO) (satisfaction, trust, commitment and loyalty). The predictive validity assessment model suggested that CRM technology capability has a higher impact on RQO. The empirical findings also suggest that technology is found to be the most important factor compared to people and process for CRM technology capability. The findings are aligned with literature review and expert opinion that the evolving collaborative-technologies-enabled CRM technology capability has changed the customer relationship paradigm. Research limitations/implications The study focused on a scale specific to the banking sector to avoid conjoint factors, whereas a more generalized scale would have wider applicability across industries. The current study sought to broaden the coverage by including a large number of banks who have implemented CRM. Practical implications This reliable and valid scale can help practitioners in measuring the effectiveness of their CRM implementation from the customer’s perspective, and provide insights that will help them in bridging the gap between their intended objective and actual implementation. They can also use this study to measure pre- and post-CRM implementation to see the effectiveness. This study also provides relevance of customer orientation and offers insight about co-creation which has taken the center stage because of the emergence of collaborative technologies. Social implications This will help in measuring perception of the customer which is an important stakeholder in the engagement. This can help organizations in proactively taking care of customer’s rights and measuring the level of satisfaction proactively, which has become a regulatory requirement in many economies. Originality/value This study is possibly one of the first to develop a psychometrically valid scale to measure the customer’s perception of CRM using direct measures. The findings provide insight into the factors that contribute to the effectiveness of CRM practices in the banking sector. This study demonstrates that CRM technology capability, customer orientation and co-creation play a very critical role.

show abstract

Section: Introductionmentioning

confidence: 99%

Customer perception of CRM implementation in banking context

Dubey

Sangle

2019

JAMR

View full text Add to dashboard Cite

show abstract

“…Looking into the most popular topics for bibliometrics studies, there is still not a huge amount of publications about CRM, but this study shows how CRM interest has been significantly growing-up during last years all over the scientific world. CRM has been identified as one of the greatest technological contributions to enterprises in the 21st century (Chao et al, 2007). Despite of the impact of CRM in the modern management structures, there are still few studies based on bibliometrics analysis for CRM.…”

Section: Bibliometricsmentioning

confidence: 99%

“…Despite of the impact of CRM in the modern management structures, there are still few studies based on bibliometrics analysis for CRM. It also studied the technology trends and forecasts of CRM from 1991 to 2005 (Chao et al, 2007). It was compared data mining and CRM trends using bibliometrics for years 1989 to 2009 by (Tsai, 2011).…”

Section: Bibliometricsmentioning

confidence: 99%

Customer relationship management (CRM): a bibliometric analysis

Navarro

Oltra-Badenes

Gómez

et al. 2020

IJSOI

View full text Add to dashboard Cite

This is a bibliometric study of the publications about Customer Relationship Management (CRM), as one of the nowadays most implemented and extended Enterprise Management Software. The objective of this paper is twofold: on the one hand to analyze the impact and focus of influence of the different authors and entities that have been researching on CRM, and secondly to determine (based on the results of the bibliometric study of the publications on CRM) if it may be of interest to investigate and deepen the benefits and impact on CRM results as a modern and leading enterprise management solution. Bibliometrics is a fundamental field of information science that studies bibliographic material quantitatively. This study presents a o bibliometric overview of CRM research using the Web of Science database, identifying the most prolific and influential journals, authors, institutions and countries, considering the period since 1900 to 2017. A database with 1.685 results has been analyzed, showing as main results that Expert Systems with Applications is the most prolific Source title or journal in the field, Verhoef P.C. from Groningen University is the most citated author and Van den Poel D. from Ghent University is the most prolific author with 31 published papers. Ghent University is the most productive institution with the highest number of published papers, and University of Maryland College Park has published the most citated papers. It also shows that USA is definitely the most influential Country with the highest number of published papers (the second one is UK with nearly the third of publications) and with the highest number of citations (again, the second one is UK with the fifth part of ci tations that USA). Specially interesting the rank of Spain, where the investigation is taking place, with the eight rank on published papers and the twelfth rank on paper citations. Based on the results, we can conclude that, effectively and as it was assumed, CRM is a booming and very interesting solution as a trending topic to continue researching in subsequent papers. This is how enterprises demand and receive more return from their investments, especially with applications such as sales-force automation, service automation, and mar keting automation. Seeing the market value and specifications for CRM and matching them with the most valuable features for successful firms in the modern competitive market, this paper plans to state the influence and value of this CRM technology through a bibliometric study of the published papers about its content, value, benefits, and influence. This paper plans to review firstly the literature about the solution CRM, and secondly about bibliometrics (the science that will help us understand which the most valuable focus of research activity around CRM are). After literature review, there is a description of the methodology for getting a clear picture of the volume and influence of published researches and studies. The raw tables for the publishing journals are presented in this study rank...

show abstract

“…While customer loyalty cards and customer relationship management have proved to be effective for achieving customer loyalty in retail establishments (Chao et al , 2007; Smith, 2008), the contribution of other technologies has not been explored yet. Even if ICT investment decisions are highly influenced by internal conditions – e.g.…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Customer segmentation based on commitment and ICT use

Saura

Ruiz‐Molina

2009

Industrial Management &Amp; Data Systems

View full text Add to dashboard Cite

Purpose -The purpose of this paper is to determine and characterize groups of retail customers, based on their perception of commitment to the retailer and the degree of use of its technological equipment. Design/methodology/approach -A CHAID algorithm is performed and differences between the resulting segments are tested through the analysis of variance. Findings -Four segments are obtained that differ significantly in commitment to the retailer and level of use of the store's information and communication technology (ICT) facilities, as well as in other variables related to the retailer-consumer relationship. In particular, customer segments differ in their use of retailers' payment facilities. Practical implications -The study provides a typology of consumers that enable retailers to take efficient decisions regarding their technology investments and to design effective marketing strategies. Originality/value -Although literature concerning interorganizational relationships has reported that commitment is influenced to a great extent by supplier investment in technology, the relation between these variables in retailing has received little attention. The paper explores the relationship between commitment and use of retailers' ICT solutions for retail customers.

show abstract

Determining technology trends and forecasts of CRM through a historical review and bibliometric analysis of data from 1991 to 2005

Cited by 11 publications

References 29 publications

Customer perception of CRM implementation in banking context

Customer perception of CRM implementation in banking context

Customer relationship management (CRM): a bibliometric analysis

Customer segmentation based on commitment and ICT use

Contact Info

Product

Resources

About