...Alessandro Romoli; Stephen Oduro; Silvio Cardinali; Giada Mainolfi; Alessandro De Nisco Purpose This study aims to draw on contingency theory to examine the extent to which sales technologies (STs), including sales force automation ( SFA ), customer relationship management ( CRM ), social media...

...Cristina Ledro; Anna Nosella; Andrea Vinelli Bibliometric analysis Research agenda Artificial intelligence Machine learning Big data Customer relationship management Cristina Ledro can be contacted at: cristina.ledro@phd.unipd.it 08 07 2021 07 01 2022 22 02...

...) and technological resources (e.g. technological knowledge) are crucial (Jin et al., 2019 ; Molina-Castillo and Munuera-Aleman, 2009 ; Sethi et al., 2012). Numerous studies have focused on the performance effects of customer relationship management (CRM) and product development management (PDM...

...Guangming Cao; Na Tian Purpose Evidence in the literature has indicated that customer-linking marketing capabilities such as customer relationship management (CRM) and brand management are important drivers of marketing performance and that marketing analytics use (MAU) enables firms to gain...

... propositions developed from the literature regarding the reasons for and the unintended consequences of outsourcing. A model was developed to illustrate how costs can be reduced by outsourcing under different conditions of “headcount constraints” and “failure costs” of customer relationship management...

... on customer relationship management (CRM) in the context of an emerging economy. Design/methodology/approach This study analyzes different models of CRM in the literature and defines a loyalty approach for SMEs in the service sector. It is characterized as exploratory research, with a qualitative approach...

...Aron O'Cass; Nima Heirati Purpose – This study aims to address the extent that the deployment of and complementarity between marketing mix and customer-focused (brand management, and customer relationship management) capabilities provide firms the capacity to transform their market knowledge...

... management, technology transfer, and NPD management. Chin‐Hua Huang received her PhD in Business Administration from the National Central University. Her research interests focus on inter‐organisation networks, industrial marketing, customer relationship management and project management. Chin‐Hua Huang...

... Termination acceptance Non-customer definition Termination routines Termination incentives Sales representatives' competence Customer relationship management Management strategy An executive summary for managers and executive readers can be found at the end of the article. When...

...Anja Geigenmüller; U. Zeynep Ata; Aysegul Toker Purpose The purpose of this study is to investigate the effects of customer relationship management (CRM) practices on customer satisfaction and firm performance in business‐to‐business (B2B) markets. Design/methodology/approach A model...

... study. Customer relationship Strategic account Design elements Configuration Firm performance Alignment Customer relationship management Design Configuration management Company performance Corporate strategy An executive summary for managers and executive readers can be found...

... developing countries. Relationship function Relationship quality Buyer‐supplier relationship Relationship value Buyers Suppliers Customer relationship management Industrial marketing Supply chain management An executive summary for managers and executive readers can be found at the end...