Business Process Management Journal

Customer relationship management: strategic lessons and future directions
pp. 566-571(6)
Author: Kotorov R.

Electronic customer relationship management: Revisiting the general principles of usability and resistance - an integrative implementation framework
pp. 572-591(20)
Authors: Fjermestad J.; Jr N.C.R.

Strategic issues in customer relationship management (CRM) implementation
pp. 592-602(11)
Author: Bull C.

CRM packaged software: a study of organisational experiences
pp. 603-616(14)
Author: Light B.

CRM and customer-centric knowledge management: an empirical research
pp. 617-634(18)
Authors: Stefanou C.J.; Sarmaniotis C.; Stafyla A.

The impact of product category on customer dissatisfaction in cyberspace
pp. 635-651(17)
Authors: Cho Y.; Im I.; Fjermestad J.; Hiltz S.R.

A framework of dynamic CRM: linking marketing with information strategy
pp. 652-671(20)
Authors: Park C-H.; Kim Y-G.

Understanding customer relationship management (CRM): People, process and technology
pp. 672-688(17)
Authors: Chen I.J.; Popovich K.