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    Issues and perspectives in global customer relationship management

    Access Status
    Fulltext not available
    Authors
    Ramaseshan, Balasubramanian
    Bejou, D.
    Jain, S.
    Mason, C.
    Pancras, J.
    Date
    2006
    Type
    Journal Article
    
    Metadata
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    Citation
    Ramaseshan, Balasubramanian and Bejou, David and Jain, Subhash and Mason, Charlotte and Pancras, Joseph. 2006. Issues and perspectives in global customer relationship management. Journal of Service Research. 9 (2): pp. 195-207.
    Source Title
    Journal of Service Research
    DOI
    10.1177/1094670506293574
    ISSN
    10946705
    Faculty
    Curtin Business School
    School of Marketing
    Remarks

    The link to the journal’s home page is: http://jsr.sagepub.com/

    The final, definitive version of this paper has been published in Journal of Service Research, Vol. 9, No. 2, November 2006, by SAGE Publications Ltd, All rights reserved. Copyright © 2006 by SAGE Publications

    URI
    http://hdl.handle.net/20.500.11937/6259
    Collection
    • Curtin Research Publications
    Abstract

    Over the past few decades, cross-border business has experienced unparalleled growth. This growth is due to advances in communication and information technologies, privatization and deregulation in emerging economies, and emergence of the global consumer. As the era of globalization continues to manifest through the emergence of global companies, the importance of customer relationship management (CRM) in these companies has become increasingly significant. Global CRM (GCRM) is the strategic application of the processes and practices of CRM by firms operating in multiple countries or by firms serving customers who span multiple countries, which incorporates relevant differences in business practices, competition, regulatory characteristics, country characteristics, and consumer characteristics to CRM strategies to maximize customer value across the global customer portfolio of the firm. In this article, the authors present an overview of the GCRM environment and the challenges in formulation and implementation of CRM across national boundaries as a source of sustained advantage. The authors also provide a conceptual framework for GCRM and recommendations for future research in Global CRM.

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