Developing a Global CRM Strategy

Michael Shumanov; Michael Ewing

doi:10.4018/jebr.2007040106

Special Offers
- IGI Global’s New Emerging Topic e-Book Collections
  Acquire highly focused and affordable Cutting-Edge Peer-Reviewed Research Content through a selection of 17 topic-focused e-Book Collections discounted up to 90%, compared to list prices. Collection topics include Artificial Intelligence, Data Science, Language Learning, Marketing and Customer Relations, Sustainability, and many more. Hosted on the InfoSci^® platform, these collections feature no DRM, no additional cost for multi-user licensing, no embargo of content, full-text PDF & HTML format, and more.
  Learn More
- Open Access Book (Free Access) - Encyclopedia of Information Science and Technology, Sixth Edition (ISBN: 9781668473665)
  The Encyclopedia of Information Science and Technology, Sixth Edition) continues the legacy set forth by the first five editions by providing comprehensive coverage and up-to-date definitions of the most important issues, concepts, and trends pertaining to technological advancements and information management within a variety of settings and industries. The entire book is being published under open access.
  Read Now
- Open Access Book (Free Access) - Food Sustainability, Environmental Awareness, and Adaptation and Mitigation Strategies for Developing Countries (ISBN: 9781668456293)
  Food Sustainability, Environmental Awareness, and Adaptation and Mitigation Strategies for Developing Countries provides information on the recent technology, mitigation, and environmental protection that must be applied for food sustainability in developing countries. This book is being published under Platinum Open Access through funding from Diponegoro University, Indonesia.
  Read Now
- Open Access Book (Free Access) - New Models of Higher Education: Unbundled, Rebundled, Customized, and DIY (ISBN: 9781668438091)
  The Walmart Corporation and the Lumina Foundation have provided funding to make New Models of Higher Education: Unbundled, Rebundled, Customized, and DIY fully open access, completely removing any paywall between scholars in education and the latest research on new models for the future of higher education.
  Read Now
- Open Access Book (Free Access) - Handbook of Research on the Global View of Open Access and Scholarly Communications (ISBN: 9781799898054)
  Through a collaboration between IGI Global and the University of North Texas, the Handbook of Research on the Global View of Open Access and Scholarly Communications has been published as fully open access, completely removing any paywall between researchers of any field, and the latest research on the equitable and inclusive nature of Open Access and all of its complications.
  Read Now
Books
- - Books by Subject
  - Business, Administration, & Management
  - Scientific, Technical, & Medical (STM)
  - Education
  - Books by Field
Journals
- - Journals
  - OnDemand Journal Articles
  - Journals by Subject
  - Business, Administration, & Management
  - Scientific, Technical, & Medical (STM)
  - Education
  - Journals by Field
e-Collections
Open Access
Publish with Us
Resources
- - Instructors
  - Course Adoption
  - Teaching Cases
  - K-12 Online Learning Collection
  - Authors and Editors
  - eEditorial Discovery^® System
  - Peer Review Process
  - Ethics and Malpractice
  - COPE Membership
  - Fair Use Policy
  - Open Access Publishing
  - FAQ
Catalogs
About Us
Newsroom

Developing a Global CRM Strategy

Michael Shumanov, Michael Ewing

Source Title: International Journal of E-Business Research (IJEBR) 3(2)

DOI: 10.4018/jebr.2007040106

OnDemand:

(Individual Articles)

Available

$37.50

Current Special Offers

No Current Special Offers

Abstract

While the managerial rationale for adopting customer relationship management (CRM) has been fairly well articulated in the literature, research on strategy development is scant. Moreover, reports of “CRM failures” in the popular business press have done little to inspire confidence. To date, what little research has been conducted in the area of CRM strategy development has been confined to a single country (often the U.S.). Global CRM strategy development issues have yet to be specifically addressed, particularly which elements of CRM strategy should be centralised/decentralised. The present study examines the complexities of global CRM strategy using the case of a leading financial services company. Interviews are conducted in 20 countries. Global Head Office and external IT consultant perspectives are also considered. Our findings confirm that a hybrid approach has wide practical appeal and that subsidiary orientation towards centralisation/decentralisation is moderated by firm/market size and sophistication.

Complete Article List

Search this Journal:

Reset

Volume 19: 1 Issue (2023)

Volume 18: 4 Issues (2022): 2 Released, 2 Forthcoming

Volume 17: 4 Issues (2021)

Volume 16: 4 Issues (2020)

Volume 15: 4 Issues (2019)

Volume 14: 4 Issues (2018)

Volume 13: 4 Issues (2017)

Volume 12: 4 Issues (2016)

Volume 11: 4 Issues (2015)

Volume 10: 4 Issues (2014)

Volume 9: 4 Issues (2013)

Volume 8: 4 Issues (2012)

Volume 7: 4 Issues (2011)

Volume 6: 4 Issues (2010)

Volume 5: 4 Issues (2009)

Volume 4: 4 Issues (2008)

Volume 3: 4 Issues (2007)

Volume 2: 4 Issues (2006)

Volume 1: 4 Issues (2005)

View Complete Journal Contents Listing

MLA

APA

Chicago

Export Reference

Developing a Global CRM Strategy

Abstract

Complete Article List