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Date: 2013
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/216827
Description: Our survey of respondents in 99 organisations with a customer relationship management (CRM) system finds that organisational culture is significantly related to the achievement of desirable CRM outcom ... More
Reviewed: Reviewed
Date: 2012
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/184480
Description: Benchmarking data provided by 144 organisations across four industry sectors are consolidated and mined to generate insights into the relationship between complaints-handling processes, as defined in ... More
Reviewed: Reviewed
Date: 2009
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/209619
Description: Our article reviews the literature on customer development and reports findings from an exploratory survey of practices in Australian companies. We find that companies that build customer development ... More
Reviewed: Reviewed
Date: 2006
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/13518
Description: After a period of decline at the turn of the century, demand for customer relationship management (CRM) software is rebounding. Our investigation of the Australian context, however, shows that a large ... More
Reviewed: Reviewed
Date: 2006
Subject Keyword: 150500 Marketing
Language: eng
Resource Type: conference paper
Identifier: http://hdl.handle.net/1959.14/102240
Reviewed: Reviewed
Date: 2006
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/15529
Description: Purpose: Customer retention has been a significant topic since the mid-1990s, but little research has been conducted into management processes that are associated with excellent customer retention per ... More
Reviewed: Reviewed
Date: 2006
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/13720
Description: Given all the recent attention dedicated by academics, consultants and practitioners to customer retention, customer acquisition has become a secondary concern. Yet, customer acquisition is of major i ... More
Date: 2006
Language: eng
Resource Type: conference paper
Identifier: http://hdl.handle.net/1959.14/103400
Description: We review the published research into Sales Force Automation (SFA) in order to identify gaps in our knowledge that might be worthy of further investigation. We find that academics have tried to answer ... More
Reviewed: Reviewed
Date: 2006
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/25983
Description: We review and critique the research literature on sales force automation (SFA). SFA involves the application of information technology to support the sales function. SFA software provides functionalit ... More
Reviewed: Reviewed
Date: 2005
Language: eng
Resource Type: MGSM Working Papers In Management Collection
Identifier: http://hdl.handle.net/1959.14/97248
Description: Cover title.
Full Text: Full Text
Date: 2005
Language: eng
Resource Type: conference paper
Identifier: http://hdl.handle.net/1959.14/162716
Description: After a period of decline at the turn of the century, demand for CRM software appears to be rebounding in the Australian marketplace. However, a large proportion of companies are still undeveloped in ... More
Reviewed: Reviewed
Date: 2004
Language: eng
Resource Type: conference paper
Identifier: http://hdl.handle.net/1959.14/91152
Description: Customer management software is an important component of both analytical and operational CRM implementations. Demand for CRM software appears to be rebounding in the Australian marketplace, after a p ... More
Reviewed: Reviewed
Date: 2004
Language: eng
Resource Type: MGSM Working Papers In Management Collection
Identifier: http://hdl.handle.net/1959.14/96151
Description: "August 2004" -- cover.
Full Text: Full Text
Date: 2004
Language: eng
Resource Type: MGSM Working Papers In Management Collection
Identifier: http://hdl.handle.net/1959.14/96241
Description: "October 2004"
Full Text: Full Text
Date: 2003
Subject Keyword: 150500 Marketing
Language: eng
Resource Type: conference paper
Identifier: http://hdl.handle.net/1959.14/91142
Description: Our survey of CRM competencies in 170 Australian companies focused on 4 main areas: customer knowledge, customer acquisition, customer retention, and customer development. We find that current practic ... More
Reviewed: Reviewed