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CRM in Sales-Intensive Organizations: A Review and Future DirectionsJohn G. Tanneraffiliation not provided to SSRN Michael AhearneUniversity of Houston - C.T. Bauer College of Business Thomas Leighaffiliation not provided to SSRN Charlotte Masonaffiliation not provided to SSRN William MoncriefTexas Christian University Spring 2005 Journal of Personal Selling and Sales Management, Vol. 25, No. 2, pp. 169-180, 2005 Abstract: With the advent of technology enabling greater customer tracking, more robust knowledge management, and direct customer communication, the implementation of customer relationship management (CRM) strategies has grown in importance with many implications for sales-intensive organizations. Implications of CRM strategy, analytical CRM, and operational CRM are discussed, particularly in terms of research opportunities. Although there are, no doubt, many other interesting and worthwhile research opportunities available, the nexus of technology, CRM, and sales-intensive go-to-market strategies provide myriad opportunities for exciting research.
Number of Pages in PDF File: 12 Keywords: CRM, Salesforce Automation, Sales, Future Research JEL Classification: M30, O30 Accepted Paper SeriesDate posted: April 6, 2010 ; Last revised: April 18, 2010Suggested CitationContact Information
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