Managing customer relationships in the e‐business world: how to personalise computer relationships for increased profitability

Bradshaw, David S.; Brash, Colin

doi:10.1108/09590550110696969

Cited by 119 publications

(87 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Martyn 2001, Kannan et al 2001, Barnes & Scornavacca 2004, Aungst & Wilson 2005, many studies have emphasized that the emergence of new channels, such as the mobile medium, is significantly altering how companies interface with their customers (e.g. Schultz & Bailey 2000, Parvatiyar 15 & Sheth 2001, Bradshaw & Brash 2001, Peltier et al 2003. Table 2 summarizes the main arguments, apart from mCRM research, of importance for this study.…”

Section: "Mcrm Enables Personalized and Interactive Communication Witmentioning

confidence: 99%

“…The mobile medium has a specific role among other channels within the multichannel environment in CRM. Although the distinguishing characteristics of the different channels limit their suitability to perform various activities (Bradshaw & Brash 2001, Nysveen et al 2005, research on the role of individual channels among others in CRM is very scarce. The findings of the study indicate that the mobile medium has a simple, but still important service role among other channels in CRM.…”

Section: Contribution Of the Mobile Crm Research Streammentioning

confidence: 99%

“…Most companies interact with their customers across several channels including, for instance, the internet, face-to-face channels and through call centers (Parvatiyar & Sheth 2001, Bradshaw & Brash 2001, Payne & Frow 2004, Thomas & Sullivan 2005. In parallel, customers have developed expectations of being able to choose the channel through which they interact with a company (Payne & Frow 2004).…”

Section: Multichannel Environmentmentioning

confidence: 99%

“…Companies may, for instance, target cost reduction when making a decision, since the costs associated with many traditional channels involving personal contact, such as a sales force, are increasing (Bradshaw & Brash 2001, Payne & Frow 2004). Therefore, a common response of companies is to cut costs by increasing technology-enabled channels, such as the mobile medium, in which human interaction is substituted for or diminished by the use of technology (Walker et al 2002).…”

Section: Multichannel Environmentmentioning

confidence: 99%

“…Accordingly, most companies communicate with their customers across several channels including, for instance, the internet, face-to-face channels and through call centers (e.g. Bradshaw & Brash 2001, Parvatiyar & Sheth 2001, Payne & Frow 2005, Thomas & Sullivan 2005, Neslin & Shankar 2009). However, with the growing number of channels, getting customers' time and attention has turned into a major challenge (Davenport & Beck 2000).…”

Section: Introductionmentioning

confidence: 99%

See 4 more Smart Citations

Mobile Customer Relationship Management: a communication perspective

Sinisalo

Karjaluoto

2007

IJECRM

View full text Add to dashboard Cite

This study examines communication through the mobile medium in customer relationship management (hereafter mCRM). Although the academic research on mCRM is gradually evolving, there is still a lack of empirical research on this topical issue. Therefore, the purpose of this study is to begin to fill this gap by enhancing the theoretical and practical understanding of mCRM.The empirical part of the study is conducted as a qualitative case study. Seven Finnish companies utilizing the mobile medium as a communication channel in CRM were selected for the empirical analysis. Interviews, observations and personal experiences gained within those companies form the main sources of data.The main theoretical contributions of the present study to existing academic literature are as follows. First, the study proposes the conceptualization of the focal phenomenon of the study, mCRM, and further elicits the salient characteristics of it. Second, following the conceptualization, the study focuses on communication as the core of the interaction between the company and the customer via the mobile medium. Accordingly, the study sheds light on the key elements of the communication process within mCRM and its various phases. Third, the study founds a theoretical framework for mCRM; identifying the customer relationship management, mobile commerce and communication literature streams that define mCRM theoretically. Fourth, the study elaborates on the specific role of the mobile medium as a channel within CRM and highlights the ways in which it differs from all other channels within the multichannel CRM environment.Although mCRM communication has an inherent potential to benefit both company and customer, it has been utilized quite cautiously to date. This is rather surprising given that, compared to other channels, the mobile medium has an exceptional ability to reach people. In addition, greater utilization of the mobile medium could save time and money. This is because many face-to-face encounters could easily be replaced by communication through the mobile medium. The study offers guidelines on aspects ranging from the initiation of mCRM to actual communication through mCRM. Hopefully, the findings of this study will encourage managers, regardless of industry, to consider whether their company could provide added-value of any kind through the use of the mobile medium to benefit their customer relationships.

show abstract

Section: "Mcrm Enables Personalized and Interactive Communication Witmentioning

confidence: 99%

Section: Contribution Of the Mobile Crm Research Streammentioning

confidence: 99%

Section: Multichannel Environmentmentioning

confidence: 99%

Section: Multichannel Environmentmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Mobile Customer Relationship Management: a communication perspective

Sinisalo

Karjaluoto

2007

IJECRM

View full text Add to dashboard Cite

show abstract

IoT‐enabled services in online food retailing

Khan

Ahmad

Jamshed

2020

Journal of Public Affairs

View full text Add to dashboard Cite

The present study aims at understanding the application of Internet of Things (IoT) in online food retailing, influencing purchase frequency of ready‐to‐eat food products. The research is empirical in nature in which an internet based consumer survey was conducted to collect 329 valid responses on PAN India basis. This research comprehensively investigated, shortlisted, and finally selected the factors of consumer involvement and decision making using IoT in online food retailing. The binary logistic regression model revealed that the factors relative advantage, best deals, availability and information, consumer satisfaction, and channel efficiency significantly influences the consumer purchase frequency for ready‐to‐eat food products at various stages in online food retailing. The understanding, extrapolation, and proper management of these factors will help online food retail players in implementing IoT enable services effectively in their retail formats to gain consumer confidence.

show abstract

Critical Success Factors for CRM Implementation: A Study on Indian Banks

Sharma

Goyal

2011

Information Intelligence, Systems, Technology and Management

View full text Add to dashboard Cite

Managing customer relationships in the e‐business world: how to personalise computer relationships for increased profitability

Cited by 119 publications

References 0 publications

Mobile Customer Relationship Management: a communication perspective

Mobile Customer Relationship Management: a communication perspective

IoT‐enabled services in online food retailing

Critical Success Factors for CRM Implementation: A Study on Indian Banks

Contact Info

Product

Resources

About