Determining Optimal CRM Implementation Strategies

Published Online:https://doi.org/10.1287/isre.1100.0309

References

  • Ashworth M., Mukhopadhyay T., Argote L. Information technology and organizational learning: An empirical analysis. Proc. 25th Internat. Conf. Inform. Systems (2004) Washington, DC:481–492 http://aisel.aisnet.org/icis2004/38Google Scholar
  • Barua A., Kriebel C. H., Mukhopadhyay T. An economic analysis of strategic information technology investments. MIS Quart. (1991) 15(3):313–331CrossrefGoogle Scholar
  • Barua A., Kriebel C. H., Mukhopadhyay T. Information technologies and business value: An analytic and empirical investigation. Inform. Systems Res. (1995) 6(1):3–23LinkGoogle Scholar
  • Beggs A., Klemperer P. Multi-period competition with switching costs. Econometrica (1992) 60(3):651–666CrossrefGoogle Scholar
  • Brynjolfsson E. The contribution of information technology to consumer welfare. Inform. Systems Res. (1996) 7(3):281–300LinkGoogle Scholar
  • Brynjolfsson E., Hitt L. Paradox lost? Firm-level evidence on the returns to information systems spending. Management Sci. (1996) 42(4):541–558LinkGoogle Scholar
  • Chen Y., Iyer G. Consumer addressability and customized pricing. Marketing Sci. (2002) 21(2):197–208LinkGoogle Scholar
  • Chen Y., Narasimhan C., Zhang Z. J. Individual marketing with imperfect targetability. Marketing Sci. (2001) 20(1):23–41LinkGoogle Scholar
  • Clark T. The key to success. Consumer Goods Tech. (2004) March):15–16 http://www.consumergoods.com/ME2/Sites/dirmod.asp?sid=234FFCB1E8DF4FACBAFF60DFFD8AD37C&nm=&type=MultiPublishing&mod=PublishingTitles&mid=A533BDC6582947448BBFA37BFF6394FF&tier=2&SiteId=7E5BCA545BF5490C84FD6DF21BB791BF&did=BF715CFAF59B488C99260862C3C22096&dtxt=March+2004Google Scholar
  • Cotteleer M. J., Bendoly E. Order lead-time improvement following enterprise information technology implementation: An empirical study. MIS Quart. (2006) 30(3):643–660CrossrefGoogle Scholar
  • Cyert R. M., DeGroot M. H., Holt C. A. Sequential investment decisions with Bayesian learning. Management Sci. (1978) 24(7):712–718LinkGoogle Scholar
  • Davamanirajan P., Kauffman R. J., Kriebel C. H., Mukhopadhyay T. Systems design, process performance, and economic outcomes in international banking. J. MIS (2006) 23(2):67–92Google Scholar
  • Davenport T. H. Competing on analytics. Harvard Bus. Rev. (2006) 84(1):98–107Google Scholar
  • Demirhan D., Jacob V. S., Raghunathan S. Information technology investment strategies under declining technology cost. J. MIS (2006) 22(3):321–350Google Scholar
  • Devaraj S., Kohli R. Performance impacts of information technology: Is actual usage the missing link? Management Sci. (2003) 49(3):273–289LinkGoogle Scholar
  • Dyche J.The CRM Handbook: A Business Guide to Customer Relationship Management (2001) (Addison-Wesley, Boston) Google Scholar
  • Ebner M., Hu A., Levitt D., McCrory J. How to rescue CRM. McKinsey Quart. Special Edition: Tech. (2002) 4):49–57Google Scholar
  • Fichman R. G., Moses S. A. An incremental process for software implementation. Sloan Management Rev. (1999) 40(2):39–52Google Scholar
  • Fox F. CRM nightmare will go away. COMPUTERWORLD (2001) December 03). Accessed October 2010, http://www.computerworld.com/s/article/66195/CRMGoogle Scholar
  • Gartner Gartner says worldwide customer relationship management software market will grow 14 percent in 2007. (2007) . Accessed October 2010, http://www.gartner.com/it/page.jsp?id=519316Google Scholar
  • Gartner Gartner says reviewing the state of CRM in 2000 foretells its future in 2020. (2009) . Accessed January 2010, http://www.gartner.com/it/page.jsp?id=899012Google Scholar
  • Gattiker T. F., Goodhue D. L. What happens after ERP implementation: Understanding the impact of interdependence and differentiation on plant-level outcomes. MIS Quart. (2005) 29(3):559–585CrossrefGoogle Scholar
  • Gupta S., Zeithaml V. Customer metrics and their impact on financial performance. Marketing Sci. (2006) 25(6):718–739LinkGoogle Scholar
  • Hendricks K., Singhal V., Stratman J. The impact of enterprise systems on corporate performance: A study of ERP, SCM and CRM system implementation. J. Oper. Management (2007) 25(1):65–82CrossrefGoogle Scholar
  • Hitt L. M., Wu D. J., Zhou X. Investment in enterprise resource planning: Business impact and productivity measures. J. Management Inform. Systems (2002) 19(1):71–98CrossrefGoogle Scholar
  • IT Facts Global CRM market is worth $3.2 bln in 2005. (2005) . Accessed November 2008, http://blogs.zdnet.com/ITFacts/?p=8423Google Scholar
  • Jayachandran S., Sharma S., Kaufman P., Raman P. The role of relational information processes and technology use in customer relationship management. J. Marketing (2005) 69(4):177–192CrossrefGoogle Scholar
  • Keil M., Mann J. Why software projects escalate: An empirical analysis and test of four theoretical models. MIS Quart. (2000) 24(4):631–664CrossrefGoogle Scholar
  • Kekre S., Mukhopadhyay T. Impact of electronic data interchange on quality improvement and inventory reduction programs: A field study. Internat. J. Production Econom. (1992) 28(3):265–282CrossrefGoogle Scholar
  • Lacey E. Siebel competitor offers free licenses. ZDNet UK (2002) . Accessed April 2006, http://news.zdnet.co.uk/software/0,39020381,2110442,00.htmGoogle Scholar
  • Laudon K., Laudon J.Management Information Systems: Managing the Digital Firm (2005) 9th ed.(Prentice Hall, Upper Saddle River, NJ) Google Scholar
  • Loveman G. Diamonds in the data mine. Harvard Bus. Rev. (2003) 81(5):109–113Google Scholar
  • Manakas T. Popping bubbles-maximizing CRM ROI. CRM Today Article (2002) . Accessed October 2010, http://www.crm2day.com/highlights/EpFlkEAkEpNxESiDvF.phpGoogle Scholar
  • Melville N., Kraemer K., Gurbaxani V. Review: Information technology and organizational performance: An integrative model of IT business value. MIS Quart. (2004) 28(2):283–322CrossrefGoogle Scholar
  • Milgrom P., Roberts J. The economics of modern manufacturing: Technology, strategy, and organization. Amer. Econom. Rev. (1990) 80(3):511–528Google Scholar
  • Milgrom P., Roberts J. Complementarities and fit: Strategy, structure, and organizational change in manufacturing. J. Accounting Econom. (1995) 19(2):179–208CrossrefGoogle Scholar
  • Mithas S., Krishnan M. S., Fornell C. Why do customer relationship management applications affect customer satisfaction? J. Marketing (2005) 69(4):201–209CrossrefGoogle Scholar
  • Mittal V., Kamakura W. A. Satisfaction, repurchase intent and repurchase behavior: Investigating the moderating effect of customer characteristics. J. Marketing Res. (2001) 38(1):131–142CrossrefGoogle Scholar
  • Mukhopadhyay T., Kekre S. Strategic and operational benefits of electronic integration in B2B procurement processes. Management Sci. (2002) 48(10):1301–1313LinkGoogle Scholar
  • Mukhopadhyay T., Mangal V. Direct and indirect impacts of information technology applications on productivity: A field study. Internat. J. Electronic Commerce (1997) 1(3):85–100CrossrefGoogle Scholar
  • Mukhopadhyay T., Kekre S., Kalathur S. Business value of information technology: A study of electronic data interchange. MIS Quart. (1995) 19(2):137–156CrossrefGoogle Scholar
  • Mukhopadhyay T., Lerch J., Mangal V. Assessing the impact of information technology on labor productivity: A field study. Decision Support Systems (1997a) 19(2):109–122CrossrefGoogle Scholar
  • Mukhopadhyay T., Rajiv S., Srinivasan K. Information technology impact on process output and quality. Management Sci. (1997b) 43(12):1645–1659LinkGoogle Scholar
  • Overby S. The little banks that could. CIO (2002) 15(16):102–108Google Scholar
  • Payne A., Frow P. A strategic framework for customer relationship management. J. Marketing (2005) 69(4):167–176CrossrefGoogle Scholar
  • Peppers D., Rogers M., Dorf B. Is your company ready for one-to-one marketing? Harvard Bus. Rev. (1999) 77(1):3–12Google Scholar
  • Ranganathan C., Brown C. V. ERP investments and the market value of firms: Toward an understanding of influential ERP project variables. Inform. Systems Res. (2006) 17(2):145–161LinkGoogle Scholar
  • Rigby D. K., Ledingham D. CRM done right. Harvard Bus. Rev. (2004) 82(11):118–129Google Scholar
  • Rigby D. K., Reichheld F., Schefter P. Avoid the four perils of CRM. Harvard Bus. Rev. (2002) 80(2):101–109Google Scholar
  • Riggins F. J., Mukhopadhyay T. Interdependent benefits from interorganizational systems: Opportunities for business process re-engineering. J. Management Inform. Systems (1994) 11(2):37–57CrossrefGoogle Scholar
  • Rust R. T., Chung T. S. Marketing models of service and relationships. Marketing Sci. (2006) 25(6):560–580LinkGoogle Scholar
  • Rust R. T., Verhoef P. C. Optimizing the marketing interventions mix in intermediate-term CRM. Marketing Sci. (2005) 24(3):477–489LinkGoogle Scholar
  • Siggelkow N. Misperceiving interactions among complements and substitutes: Organizational consequences. Management Sci. (2002) 48(7):900–916LinkGoogle Scholar
  • Srinivasan R., Moorman C. Strategic firm commitments and rewards for customer relationship management in online retailing. J. Marketing (2005) 69(4):193–200CrossrefGoogle Scholar
  • Srinivasan K., Kekre S., Mukhopadhyay T. Impact of electronic data interchange technology on JIT shipments. Management Sci. (1994) 40(10):1291–1304LinkGoogle Scholar
  • Stieglitz N., Heine K. Innovation and the role of complementarities in a strategic theory of the firm. Strategic Management J. (2007) 28(1):1–15CrossrefGoogle Scholar
  • Tanriverdi H. Performance effects of information technology synergies in multibusiness firms. MIS Quart. (2006) 30(1):57–77CrossrefGoogle Scholar
  • Thatcher M. E., Pingry D. E. An economic model of product quality and IT value. Inform. Systems Res. (2004) 15(3):268–286LinkGoogle Scholar
  • Tyagi R. K. Techonological advances, transaction costs, and consumer welfare. Marketing Sci. (2004) 23(3):335–344LinkGoogle Scholar
  • Varian H. R. A model of sales. Amer. Econom. Rev. (1980) 70(4):651–659Google Scholar
  • Villas-Boas J. M. Price cycles in markets with customer recognition. RAND J. Econom. (2004) 35(3):486–501CrossrefGoogle Scholar
  • Wang E. T. G., Barron T., Seidman A. Contracting structures for custom software development: The impacts of informational rents and uncertainty on internal development and outsourcing. Management Sci. (1997) 43(12):1726–1744LinkGoogle Scholar
  • Xu Y., Yen D., Lin B., Chou D. Adopting customer relationship management technology. Indust. Management Data Systems (2002) 102(8–9):442–452CrossrefGoogle Scholar
  • ZDNet CRM: Dream or nightmare? ZDNet (2002) . Accessed May 31, http://techrepublic.com.com/5100-10878-1054704.htmlGoogle Scholar
  • Zhu K. The complementarity of information technology infrastructure and e-commerce capability: A resource-based assessment of their business value. J. MIS (2004) 21(1):167–202Google Scholar
INFORMS site uses cookies to store information on your computer. Some are essential to make our site work; Others help us improve the user experience. By using this site, you consent to the placement of these cookies. Please read our Privacy Statement to learn more.