Paper Info
Title
Voids in the Current CRM Literature: Academic Literature Review and Classification (2000-2005)
Abstract
The status of the CRM literature is investigated for the period of 2000 to 2005, in order to provide an overview of academic research on the subject and to identify gaps in the current literature. To provide as complete picture of CRM as possible, the Information Systems (IS) as well as the Marketing literature was systematically reviewed. From both disciplines the top journals and a number of international conferences were analyzed. Selected publications were reviewed in a structured way and categorized according to the different phases in the CRM lifecycle: adoption, acquisition, implementation, use & maintenance, evolution and retirement. It appears that less attention has been devoted to implementation issues and to the evolution and retirement phases. Furthermore, a difference in attention was found between the IS and Marketing literature: while researchers of the latter focused mainly on the adoption and use phases, IS researchers' attention was more evenly distributed over the lifecycle.
Year
DOI
Venue
2007
10.1109/HICSS.2007.609
Waikoloa, HI
Keywords
Field
DocType
implementation issue,information systems,marketing literature,crm lifecycle,academic research,use phase,current literature,crm literature,retirement phase,current crm literature,academic literature review,complete picture,systematic review,customer relationship management,information system
Information system,Customer relationship management,Computer science,Knowledge management
Conference
ISSN
ISBN
Citations 
1530-1605 E-ISBN : 0-7695-2755-8
0-7695-2755-8
10
PageRank 
References 
Authors
0.91
9
5
Name
Order
Citations
PageRank
Kristel Paulissen1121.39
Koen Milis2363.40
Malaika Brengman3405.00
Jerry Fjermestad4101891.86
Nicholas C. Romano, Jr.515818.87