dc.contributor.author | Saarijärvi, Hannu | |
dc.contributor.author | Karjaluoto, Heikki | |
dc.contributor.author | Kuusela, Hannu | |
dc.date.accessioned | 2015-12-17T05:26:01Z | |
dc.date.available | 2015-12-17T05:26:01Z | |
dc.date.issued | 2013 | |
dc.identifier.citation | Saarijärvi, H., Karjaluoto, H., & Kuusela, H. (2013). Extending customer relationship management. From empowering firms to empowering customers. <i>Journal of Systems & Information Technology</i>, <i>15</i>(2), 140-158. <a href="https://doi.org/10.1108/13287261311328877" target="_blank">https://doi.org/10.1108/13287261311328877</a> | |
dc.identifier.other | CONVID_22449978 | |
dc.identifier.other | TUTKAID_56774 | |
dc.identifier.uri | https://jyx.jyu.fi/handle/123456789/48159 | |
dc.description.abstract | Purpose – The focus of customer relationship management (CRM) literature has been predominantly
on the firm perspective and on IT, not on customer or service orientation and value co-creation. This
paper seeks to explore and analyse contemporary CRM frameworks and suggests future research
directions. To achieve this, a thorough literature review on CRM is conducted focusing on recent
advances within CRM. This provides a good basis for critically analysing the current status of both
CRM theory and practice.
Design/methodology/approach – The paper reviews CRM literature published 2003-2011. Based
on the literature review, it introduces a conceptual framework of the changing role of customer data in
the CRM framework.
Findings – Literature has not adequately addressed the role of the emerging service orientation,
value co-creation and the opportunities provided by new technology and communication channels.
Drawing on a thorough CRM literature review, we argue that a fundamental change in CRM thinking
is needed to shift the focus of CRM from empowering firms to empowering customers.
Research limitations/implications – The paper is conceptual in nature and presents only a few
empirical examples of the changing role of customer data within the CRM framework. The paper calls
for more research on the emerging service orientation, value co-creation and the impact of new media
on the contemporary CRM framework.
Practical implications – Customer data remain, and will remain, a critically important input
resource informing a firm’s processes. However, using customer data for the benefit of the customer
too, to serve customers better, is clearly an emerging phenomenon. Refining and giving customer data
back to customers may represent a future mechanism through which companies deepen and develop
their customer relationship management to a whole new level.
Originality/value – The study is among the first attempting to critically evaluate the contemporary
CRM framework from the perspective of empowering customers. | |
dc.language.iso | eng | |
dc.publisher | Emerald Group Publishing Ltd | |
dc.relation.ispartofseries | Journal of Systems & Information Technology | |
dc.relation.uri | http://www.emeraldinsight.com/journals.htm?issn=1328-7265&volume=15&issue=2 | |
dc.subject.other | Asiakkuuksien johtaminen | |
dc.subject.other | asiakastieto | |
dc.subject.other | asiakaskeskeisyys | |
dc.subject.other | palvelukeskeinen logiikka | |
dc.subject.other | uusi media | |
dc.subject.other | Customer data | |
dc.subject.other | Customer centricity | |
dc.subject.other | Service-dominant logic | |
dc.title | Extending customer relationship management. From empowering firms to empowering customers | |
dc.type | article | |
dc.identifier.urn | URN:NBN:fi:jyu-201512164063 | |
dc.contributor.laitos | Kauppakorkeakoulu | fi |
dc.contributor.laitos | School of Business and Economics | en |
dc.contributor.oppiaine | Markkinointi | fi |
dc.contributor.oppiaine | Marketing | en |
dc.type.uri | http://purl.org/eprint/type/JournalArticle | |
dc.date.updated | 2015-12-16T16:15:18Z | |
dc.type.coar | http://purl.org/coar/resource_type/c_2df8fbb1 | |
dc.description.reviewstatus | peerReviewed | |
dc.format.pagerange | 140-158 | |
dc.relation.issn | 1328-7265 | |
dc.relation.numberinseries | 2 | |
dc.relation.volume | 15 | |
dc.type.version | acceptedVersion | |
dc.rights.copyright | © 2013 Emerald Group Publishing Limited. This is a final draft version of an article whose final and definitive form has been published by Emerald. Published in this repository with the kind permission of the publisher. | |
dc.rights.accesslevel | openAccess | fi |
dc.subject.yso | asiakkuudenhallinta | |
dc.subject.yso | digitaalinen media | |
jyx.subject.uri | http://www.yso.fi/onto/yso/p8530 | |
jyx.subject.uri | http://www.yso.fi/onto/yso/p5575 | |
dc.relation.doi | 10.1108/13287261311328877 | |
dc.type.okm | A1 | |