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Adopting customer relationship management technology

Yurong Xu (Miami University, Oxford, Ohio, USA)
David C. Yen (Department of DSC & MIS, Miami University, Oxford, Ohio, USA)
Binshan Lin (Department of Management and Marketing, Louisiana State University‐Shreveport, Shreveport, Louisiana, USA)
David C. Chou (Department of Finance & CIS, Eastern Michigan University, Ypsilanti, Michigan, USA)

Industrial Management & Data Systems

ISSN: 0263-5577

Article publication date: 1 November 2002



Now customer relationship marketing (CRM) solutions might be the hottest topic in business world. CRM impelled the growth of both B2B and B2C markets. But the issue is how to apply the cutting‐edge CRM solutions. Do people really understand what CRM is and why they should install CRM? The mistaken concept of CRM may have disastrous effects on the company. This paper begins with the basic concepts of CRM, elaborates the characteristics, reviews its brief history and addresses the current status of CRM. Then it develops the extended concepts of CRM from micro‐ and macro‐ perspectives. In the “Implementation and tips” section, it concludes the proper steps to approach CRM and how to bear a right attitude towards CRM solutions. Related Government rules are also covered.



Xu, Y., Yen, D.C., Lin, B. and Chou, D.C. (2002), "Adopting customer relationship management technology", Industrial Management & Data Systems, Vol. 102 No. 8, pp. 442-452.




Copyright © 2002, MCB UP Limited

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