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CRM Adoption, Implications, Concerns

Introduction

CRM: Technology Adoption, Business Implications, and Social and Cultural Concerns, Special issue of J Mar Man, Edited by Maged Ali, Charles Dennis and T. C. Melewar; Deadline 28 Sep 2011

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JOURNAL OF MARKETING MANAGEMENT SPECIAL ISSUE CALL FOR PAPERS

CRM: Technology Adoption, Business Implications, and Social and Cultural Concerns

Guest Editors: Dr. Maged Ali, Brunel Business School, Brunel University, UK; Dr. Charles Dennis, University of Lincoln, UK; Professor T. C. Melewar, Brunel Business School, Brunel University, UK.

Journal of Marketing Management is pleased to announce a special issue focused on recent advances and development with regard to scholarship on Customer Relationship Management (CRM) from the business, technical, social and cultural perspectives.

Over the last decade, there has been a dramatic growth in the acquisition of CRM Systems. Understanding and responding to customer needs and improving customer service have become important elements of corporate business strategy. IT based CRM systems are being used by different organisations to support these strategies. However, more recently, there has been an increase in reported CRM failures, suggesting that the implementation issues are not just technical, but encompass wider business and social and cultural factors. Most CRM implementations do not produce expected results and even with technical feasibility many promised benefits of CRM have been rarely fulfilled. Theory in these areas and areas relating to their interrelationships remains relatively under-researched. The aim of this special issue of JMM is to bridge this gap, and to advance our understanding of the application of marketing, information systems, and social theories to the relationships of these three perspectives.

Accordingly, the Guest Editors welcome submissions offering innovative insights into issues surrounding CRM business, technical and social and cultural concerns. All papers will be required to have an original perspective and a distinct contribution to the integration of these three areas mentioned above.

All rigorous and thoughtful conceptual papers, literature reviews, case studies, empirical studies and practice papers using a wide range of methodologies are encouraged. A wide variety of topics will be suitable for this special edition and might include (but is not limited to) the following:

  • Theoretical and conceptual foundations for the integration of the subject areas above
  • CRM business, technical, and social and cultural issues in multinational organisations, small / medium sized businesses, and non profit organisations
  • CRM business process reengineering and organisational cultural influence
  • Processes and methodologies for building a successful CRM
  • Effect of CRM systems on industrial/organisational performance
  • CRM strategies for the internet and e-CRM
  • CRM strategies frameworks for diversified companies and partnerships
  • CRM and outsourcing / offshore
  • Mergers and acquisitions effect on CRM
  • Ethics and CRM
  • Global CRM strategies and national cultural concerns
  • Methodologies in CRM business, technical, and social and cultural concerns research CRM systems for sales, marketing and customer service management functions
  • Insights into CRM systems integration within different management functions, and evaluation for maximum impact
  • Getting the right mix for CRM’s people, processes, and technology
  • Common CRM pitfalls and CRM Best Practices
  • CRM latest technologies, and providing successful real-time CRM environment for business needs
  • Case studies of the development, implementation, adoption and maintenance of CRM projects in different countries.
  • Customer satisfaction, customer loyalty and strategic planning for CRM
  • Contact management, and multi-channel customer management
  • Sales force automation and work flow scheduling
  • Campaign management and strategic marketing planning
  • Role of socio-technical determinants in encouraging adoption and diffusion of CRM.

The closing date for submissions is 28 September 2011, for publication in October 2012.

For full details and submission guidelines please visit

Prospective contributors with questions concerning the potential suitability of topics, Guest Editors’ expectations, or additional requirements about this special issue are invited to contact directly by email to Maged Ali, maged.ali@brunel.ac.uk, Charles Dennis, charles.dennis@brunel.ac.uk or T.C. Melewar, t.c.melewar@brunel.ac.uk.

The Journal of Marketing Management website is at