IDEAS home Printed from https://ideas.repec.org/h/pal/palchp/978-1-137-33566-1_4.html
   My bibliography  Save this book chapter

CRM, Its Roots in Management Studies and Recent Research Trends

In: CRM Systems in Industrial Companies

Author

Listed:
  • Andrea Perna

    (Uppsala University)

  • Enrico Baraldi

    (Uppsala University)

Abstract

This chapter provides an in-depth literature review of CRM, viewed both as a general marketing philosophy and as a set of IT solutions applied to marketing actions. The aim of this literature review is threefold. First we discuss the origins of CRM (Section 4.2). Then we review the main research areas covering the topic of CRM (Section 4.3), leading to a review of the most adopted definitions of CRM. Afterwards, we focus on key issues concerning both the technology and organizational dimensions of CRM implementation (Section 4.4). Implementation of CRM systems in fact deserves close attention due to its critical importance in enabling companies to eventually effectively employ CRM tools. This chapter concludes with an overview of CRM when applied in a business-to-business (B2B) context (Section 4.5). Having a clear idea of what is meant by CRM helps us frame the key object of our empirical investigation of chapters 6–8, as well as how CRM can be conceptualized and analyzed, as shown in chapters 5 and 9.

Suggested Citation

  • Andrea Perna & Enrico Baraldi, 2014. "CRM, Its Roots in Management Studies and Recent Research Trends," Palgrave Macmillan Books, in: CRM Systems in Industrial Companies, chapter 4, pages 57-76, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-1-137-33566-1_4
    DOI: 10.1057/9781137335661_4
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:palchp:978-1-137-33566-1_4. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.