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  2. School of Management and Law
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dc.contributor.authorSiems, Florian-
dc.contributor.authorRüeger, Brian-
dc.contributor.authorHannich, Frank-
dc.contributor.authorKraus, Sascha-
dc.contributor.authorHillbrand, Christian-
dc.contributor.authorKarla, Jürgen-
dc.date.accessioned2018-08-29T13:28:21Z-
dc.date.available2018-08-29T13:28:21Z-
dc.date.issued2012-
dc.identifier.issn1555-2411de_CH
dc.identifier.issn2378-8615de_CH
dc.identifier.urihttps://digitalcollection.zhaw.ch/handle/11475/9911-
dc.description.abstractNot 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.de_CH
dc.language.isoende_CH
dc.publisherIABEde_CH
dc.relation.ispartofInternational Journal of Strategic Managementde_CH
dc.rightsLicence according to publishing contractde_CH
dc.subjectStudyde_CH
dc.subjectManagementde_CH
dc.subjectSwitzerlandde_CH
dc.subjectCRMde_CH
dc.subject.ddc658.8: Marketingmanagementde_CH
dc.titlePerspectives of customer relationship management (CRM) : theory, results of an empirical study from Switzerland and management implicationsde_CH
dc.typeBeitrag in wissenschaftlicher Zeitschriftde_CH
dcterms.typeTextde_CH
zhaw.departementSchool of Management and Lawde_CH
zhaw.organisationalunitInstitut für Marketing Management (IMM)de_CH
zhaw.funding.euNode_CH
zhaw.issue1de_CH
zhaw.originated.zhawYesde_CH
zhaw.pages.end16de_CH
zhaw.pages.start1de_CH
zhaw.publication.statuspublishedVersionde_CH
zhaw.volume12de_CH
zhaw.publication.reviewPeer review (Publikation)de_CH
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.


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