Perspectives of customer relationship management (CRM) : theory, results of an empirical study from Switzerland and management implications

Siems, Florian; Rüeger, Brian; Hannich, Frank; Kraus, Sascha; Hillbrand, Christian; Karla, Jürgen

Publication type:	Article in scientific journal
Type of review:	Peer review (publication)
Title:	Perspectives of customer relationship management (CRM) : theory, results of an empirical study from Switzerland and management implications
Authors:	Siems, Florian Rüeger, Brian Hannich, Frank Kraus, Sascha Hillbrand, Christian Karla, Jürgen
Published in:	International Journal of Strategic Management
Volume(Issue):	12
Issue:	1
Page(s):	1
Pages to:	16
Issue Date:	2012
Publisher / Ed. Institution:	IABE
ISSN:	1555-2411 2378-8615
Language:	English
Subjects:	Study; Management; Switzerland; CRM
Subject (DDC):	658.8: Marketing management
Abstract:	Not only the field of Marketing has intensively dealt with the topic of Customer relationship management (CRM), mostly under the category of "relationship marketing", but also the field of Information Systems has intensively dealt with the topic. The current academic discussion poses the question of what path CRM has actually taken in hindsight, what the topic's current state is in practice, where problems have existed, and what can be learned from them for the future. Our study delineates the different perspectives of CRM that have contributed to the diversification of the discipline so far, discusses the different problems that result from the different perspectives of CRM, and investigates which CRM perspectives dominate in business, and where concrete success factors and/or reasons for CRM failure can be seen on the basis of an empirical study of 503, 547, 332 and finally 606 Managers of Swiss companies in 2007, 2008, 2009, and 2010.
URI:	https://digitalcollection.zhaw.ch/handle/11475/9911
Fulltext version:	Published version
License (according to publishing contract):	Licence according to publishing contract
Departement:	School of Management and Law
Organisational Unit:	Institute of Marketing Management (IMM)
Appears in collections:	Publikationen School of Management and Law

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Siems, F., Rüeger, B., Hannich, F., Kraus, S., Hillbrand, C., & Karla, J. (2012). Perspectives of customer relationship management (CRM) : theory, results of an empirical study from Switzerland and management implications. International Journal of Strategic Management, 12(1), 1–16.

Siems, F. et al. (2012) ‘Perspectives of customer relationship management (CRM) : theory, results of an empirical study from Switzerland and management implications’, International Journal of Strategic Management, 12(1), pp. 1–16.

F. Siems, B. Rüeger, F. Hannich, S. Kraus, C. Hillbrand, and J. Karla, “Perspectives of customer relationship management (CRM) : theory, results of an empirical study from Switzerland and management implications,” International Journal of Strategic Management, vol. 12, no. 1, pp. 1–16, 2012.

SIEMS, Florian, Brian RÜEGER, Frank HANNICH, Sascha KRAUS, Christian HILLBRAND und Jürgen KARLA, 2012. Perspectives of customer relationship management (CRM) : theory, results of an empirical study from Switzerland and management implications. International Journal of Strategic Management. 2012. Bd. 12, Nr. 1, S. 1–16

Siems, Florian, Brian Rüeger, Frank Hannich, Sascha Kraus, Christian Hillbrand, and Jürgen Karla. 2012. “Perspectives of Customer Relationship Management (CRM) : Theory, Results of an Empirical Study from Switzerland and Management Implications.” International Journal of Strategic Management 12 (1): 1–16.

Siems, Florian, et al. “Perspectives of Customer Relationship Management (CRM) : Theory, Results of an Empirical Study from Switzerland and Management Implications.” International Journal of Strategic Management, vol. 12, no. 1, 2012, pp. 1–16.