{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,27]],"date-time":"2026-04-27T14:38:44Z","timestamp":1777300724069,"version":"3.51.4"},"reference-count":24,"publisher":"Springer Science and Business Media LLC","issue":"2-3","license":[{"start":{"date-parts":[[2003,4,1]],"date-time":"2003-04-01T00:00:00Z","timestamp":1049155200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"},{"start":{"date-parts":[[2003,4,1]],"date-time":"2003-04-01T00:00:00Z","timestamp":1049155200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Information Technology and Management"],"published-print":{"date-parts":[[2003,4]]},"DOI":"10.1023\/a:1022902412594","type":"journal-article","created":{"date-parts":[[2003,4,7]],"date-time":"2003-04-07T22:16:51Z","timestamp":1049753811000},"page":"199-214","source":"Crossref","is-referenced-by-count":28,"title":["Customer-Centric Strategic Planning: Integrating CRM in Online Business Systems"],"prefix":"10.1007","volume":"4","author":[{"given":"C\u0103lin","family":"Gur\u0103u","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Ashok","family":"Ranchhod","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Ray","family":"Hackney","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","reference":[{"key":"5117044_CR1","unstructured":"The Daniel Group, Strategic planning makes a difference to financial performance, CRM-Forum (2001), http:\/\/www.crm-forum.com\/cgi-bin\/item.cgi?id=66210."},{"issue":"4","key":"5117044_CR2","first-page":"32","volume":"51","author":"P.A. Galagan","year":"1997","unstructured":"P.A. Galagan, Strategic planning is back, Training and Development 51(4) (1997) 32\u201338.","journal-title":"Training and Development"},{"key":"5117044_CR3","doi-asserted-by":"crossref","DOI":"10.1007\/978-1-349-14774-8","volume-title":"E-Shock","author":"M. De Kare-Silver","year":"1998","unstructured":"M. De Kare-Silver, E-Shock (Macmillan Business, London, 1998)."},{"key":"5117044_CR4","unstructured":"J. Novo, Customer Loyalty (2001), http:\/\/www.jimnovo.com\/Customer-Loyalty-more.htm."},{"key":"5117044_CR5","volume-title":"Internet Marketing","author":"D. Chaffey","year":"2000","unstructured":"D. Chaffey et al., Internet Marketing (Prentice-Hall, Harlow, 2000)."},{"key":"5117044_CR6","unstructured":"A. Payne, A strategic framework for customer relationship management, BT Insight Interactive (2002), http:\/\/www.bt.com\/insight-interactive\/browse\/ii_content.jsp?contentKey=00352."},{"key":"5117044_CR7","volume-title":"E-Marketing Strategies","author":"I. Chaston","year":"2001","unstructured":"I. Chaston, E-Marketing Strategies (McGraw-Hill, Maidenhead, 2001)."},{"key":"5117044_CR8","unstructured":"C.J. Wundermann, Unlocking the true value of customer relationship management, CRM-Forum (2001), http:\/\/www.crm-forum.com\/crm_vp\/utv\/sld01.htm."},{"key":"5117044_CR9","unstructured":"D.K. Conway and J.M. Fitzpatrick, The customer relationship revolution \u2013 A methodology for creating golden customers, CRM-Forum (1999), http:\/\/www.crm-forum.com\/crm_vp\/crr\/sld01.htm."},{"key":"5117044_CR10","volume-title":"Brand Building on the Internet","author":"M. Lindstr\u00f6m","year":"2000","unstructured":"M. Lindstr\u00f6m and T.F. Andersen, Brand Building on the Internet (Kogan Page, London, 2000)."},{"key":"5117044_CR11","unstructured":"FollowUp.Net, Customer Development Survey (1999), http:\/\/www.followup.net\/press\/press.html."},{"key":"5117044_CR12","unstructured":"M. Pastore, E-tailers Lack Customer Relationship Plans (1999), http:\/\/cyberatlas.internet.com\/ markets\/retailing\/print\/0,,6061_153571,00.html."},{"key":"5117044_CR13","unstructured":"D. Cody, Analytical CRM: Increasing lifetime customer value through prediction, ServeWorld Magazine 12 (2000), http:\/\/www.serveworldmagazine.com\/sunserver\/2000\/12\/analytical.shtml?"},{"key":"5117044_CR14","unstructured":"K. Thearling, Increasing customer value by integrating data Mining and Campaign Management software (1999), http:\/\/www3primushost.com\/?kht\/text\/integration\/integration.htm."},{"key":"5117044_CR15","unstructured":"G. Bacuvier et al., Customer lifetime value: Powerful insights into a company's business and activities (2001), http:\/\/www.bah.com\/viewpoints \/insights\/cmt_clv_2.html."},{"key":"5117044_CR16","unstructured":"A.J. Ness et al., The Role of ABM in Measuring Customer Value (2001), http:\/\/www.mamag.com\/ strategicfinance\/2001\/03f.htm."},{"issue":"7","key":"5117044_CR17","doi-asserted-by":"crossref","first-page":"3","DOI":"10.1108\/02686909510090276","volume":"10","author":"M. Smith","year":"1995","unstructured":"M. Smith and S. Dikolli, Customer profitability analysis: An activity-based costing approach, Managerial Auditing Journal 10(7) (1995) 3\u20137.","journal-title":"Managerial Auditing Journal"},{"issue":"4","key":"5117044_CR18","first-page":"34","volume":"72","author":"T. Connolly","year":"1994","unstructured":"T. Connolly and G. Ashworth, Managing customer for profit, Management Accounting 72(4) (1994) 34\u201340.","journal-title":"Managing customer for profit, Management Accounting"},{"key":"5117044_CR19","unstructured":"R. Forsyth, Re-evaluating CRM cliches: Customer lifetime value, CRM-Forum (2001), http:\/\/www. crm-forum.com\/cgi-bin\/framemaker.cgi?url=\/ppv\/crmlibrary\/ed\/cliches\/index.html."},{"key":"5117044_CR20","unstructured":"J. Novo, A Model of Future Customer Value (2001), http:\/\/www.digitrends.net\/ebiz\/13644_14931. html."},{"key":"5117044_CR21","first-page":"163","volume-title":"Data mining in marketing, in: Internet Marketing","author":"P.R. Peacock","year":"2001","unstructured":"P.R. Peacock, Data mining in marketing, in: Internet Marketing, eds. J.N. Shath, A. Eshghi and B.C. Krishnan (Harcourt College Publishers, Fort Worth, 2001) pp. 163\u2013190."},{"issue":"3","key":"5117044_CR22","doi-asserted-by":"crossref","first-page":"203","DOI":"10.1057\/palgrave.jt.5740047","volume":"10","author":"C. Gur\u0103u","year":"2002","unstructured":"C. Gur\u0103u and A. Ranchhod, Measuring customer satisfaction: A platform for calculating, predicting and increasing customer profitability, Journal of Targeting, Measurement and Analysis for Marketing 10(3) (2002) 203\u2013219.","journal-title":"Journal of Targeting, Measurement and Analysis for Marketing"},{"issue":"3","key":"5117044_CR23","first-page":"134","volume":"12","author":"F.F. Reichheld","year":"2000","unstructured":"F.F. Reichheld, R.G. Markey, Jr. and C. Hopton, The loyalty effect \u2013 The relationship between loyalty and profits, European Business Journal 12(3) (2000) 134\u2013141.","journal-title":"European Business Journal"},{"key":"5117044_CR24","unstructured":"R. Forsyth, Implementing a successful marketing strategy based on CRM, CRM-Forum (1999), http:\/\/www.crm-forum.com\/library\/pre\/pre-007\/brandframe.html."}],"container-title":["Information Technology and Management"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1023\/A:1022902412594.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/article\/10.1023\/A:1022902412594\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1023\/A:1022902412594.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,6,2]],"date-time":"2025-06-02T09:28:26Z","timestamp":1748856506000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1023\/A:1022902412594"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2003,4]]},"references-count":24,"journal-issue":{"issue":"2-3","published-print":{"date-parts":[[2003,4]]}},"alternative-id":["5117044"],"URL":"https:\/\/doi.org\/10.1023\/a:1022902412594","relation":{},"ISSN":["1385-951X","1573-7667"],"issn-type":[{"value":"1385-951X","type":"print"},{"value":"1573-7667","type":"electronic"}],"subject":[],"published":{"date-parts":[[2003,4]]}}}