TY - GEN
T1 - Voids in the current CRM literature
T2 - 40th Annual Hawaii International Conference on System Sciences 2007, HICSS'07
AU - Paulissen, Kristel
AU - Milis, Koen
AU - Brengman, Malaika
AU - Fjermestad, Jerry
AU - Romano, Nicholas C.
PY - 2007
Y1 - 2007
N2 - The status of the CRM literature is investigated for the period of 2000 to 2005, in order to provide an overview of academic research on the subject and to identify gaps in the current literature. To provide as complete picture of CRM as possible, the Information Systems (IS) as well as the Marketing literature was systematically reviewed. From both disciplines the top journals and a number of international conferences were analyzed. Selected publications were reviewed in a structured way and categorized according to the different phases in the CRM lifecycle: adoption, acquisition, implementation, use & maintenance, evolution and retirement. It appears that less attention has been devoted to implementation issues and to the evolution and retirement phases. Furthermore, a difference in attention was found between the IS and Marketing literature: while researchers of the latter focused mainly on the adoption and use phases, IS researchers ' attention was more evenly distributed over the lifecycle.
AB - The status of the CRM literature is investigated for the period of 2000 to 2005, in order to provide an overview of academic research on the subject and to identify gaps in the current literature. To provide as complete picture of CRM as possible, the Information Systems (IS) as well as the Marketing literature was systematically reviewed. From both disciplines the top journals and a number of international conferences were analyzed. Selected publications were reviewed in a structured way and categorized according to the different phases in the CRM lifecycle: adoption, acquisition, implementation, use & maintenance, evolution and retirement. It appears that less attention has been devoted to implementation issues and to the evolution and retirement phases. Furthermore, a difference in attention was found between the IS and Marketing literature: while researchers of the latter focused mainly on the adoption and use phases, IS researchers ' attention was more evenly distributed over the lifecycle.
UR - http://www.scopus.com/inward/record.url?scp=39749159376&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=39749159376&partnerID=8YFLogxK
U2 - 10.1109/HICSS.2007.609
DO - 10.1109/HICSS.2007.609
M3 - Conference contribution
AN - SCOPUS:39749159376
SN - 0769527558
SN - 9780769527550
T3 - Proceedings of the Annual Hawaii International Conference on System Sciences
BT - Proceedings of the 40th Annual Hawaii International Conference on System Sciences 2007, HICSS'07
Y2 - 3 January 2007 through 6 January 2007
ER -