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Cross-functional issues in the implementation of relationship marketing through customer relationship management

  • Published:2001-10 Issue:5 Volume:19 Page:534-542
  • ISSN:0263-2373
  • Container-title:European Management Journal
  • language:en
  • Short-container-title:European Management Journal

Author:

Ryals Lynette,Knox Simon

Publisher

Elsevier BV

Subject

Strategy and Management

Reference72 articles.

1. Customer Relationship Management: Making Hard Decisions with Soft Numbers;Anton,1996

2. Customer service makes conflicting demands on IT;Anon;Insurance Systems Bulletin,1993

3. Integrating internal and external customer relationships through relationship management: a strategic response to a changing global environment;Beckett-Camarata;Journal of Business Research,1998

4. Improving service quality with information technology;Berkley;International Journal of Information Management,1994

5. Relationship marketing;Berry,1983

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