Issues

CRM packaged software: a study of organisational experiences

Ben Light
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Strategic issues in customer relationship management (CRM) implementation

Christopher Bull
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Customer relationship management: strategic lessons and future directions

Rado Kotorov
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A framework of dynamic CRM: linking marketing with information strategy

Chung‐Hoon Park; Young‐Gul Kim
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Understanding customer relationship management (CRM): People, process and technology

Injazz J. Chen; Karen Popovich
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CRM and customer‐centric knowledge management: an empirical research

Constantinos J. Stefanou; Christos Sarmaniotis; Amalia Stafyla
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The impact of product category on customer dissatisfaction in cyberspace

Yooncheong Cho; Il Im; Jerry Fjermestad; Starr Roxanne Hiltz
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Electronic customer relationship management: Revisiting the general principles of usability and resistance – an integrative implementation framework

Jerry Fjermestad; Nicholas C. Romano, Jr
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Guest editorial

Guest editorial

Jerry Fjermestad; Nicholas C. Romano Jr
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Literati Club

Awards for Excellence

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