{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,8,25]],"date-time":"2026-08-25T06:49:53Z","timestamp":1787640593514,"version":"build-2736575974"},"reference-count":18,"publisher":"Emerald","issue":"8","license":[{"start":{"date-parts":[[2002,11,1]],"date-time":"2002-11-01T00:00:00Z","timestamp":1036108800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2002,11,1]]},"abstract":"<jats:p>Now customer relationship marketing (CRM) solutions might be the hottest topic in business world. CRM impelled the growth of both B2B and B2C markets. But the issue is how to apply the cutting\u2010edge CRM solutions. Do people really understand what CRM is and why they should install CRM? The mistaken concept of CRM may have disastrous effects on the company. This paper begins with the basic concepts of CRM, elaborates the characteristics, reviews its brief history and addresses the current status of CRM. Then it develops the extended concepts of CRM from micro\u2010 and macro\u2010 perspectives. In the \u201cImplementation and tips\u201d section, it concludes the proper steps to approach CRM and how to bear a right attitude towards CRM solutions.  Related Government rules are also covered.<\/jats:p>","DOI":"10.1108\/02635570210445871","type":"journal-article","created":{"date-parts":[[2002,10,31]],"date-time":"2002-10-31T17:45:22Z","timestamp":1036086322000},"page":"442-452","source":"Crossref","is-referenced-by-count":155,"title":["Adopting customer relationship management technology"],"prefix":"10.1108","volume":"102","author":[{"given":"Yurong","family":"Xu","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"David C.","family":"Yen","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Binshan","family":"Lin","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"David C.","family":"Chou","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","reference":[{"key":"key2022020120483824700_B1","unstructured":"Advanced Sales Technology Inc.  (2001), \u201cCRM checklist for success\u201d, available at: www.advance\u2010sales.com"},{"key":"key2022020120483824700_B2","unstructured":"AMR Research, Inc. (2001), available at:www.swing.hr"},{"key":"key2022020120483824700_B3","unstructured":"Apex IT Inc. (2001), \u201cThe enterprise\u2010wide benefits of CRM\u201d, available at: www.apexit.com"},{"key":"key2022020120483824700_B4","unstructured":"Bevan, K., Galbreath, J. and Heth, M. (2001), \u201cThe great debate. Justifying your investment in customer relationship management solutions\u201d, available at: www.crmxchange.com"},{"key":"key2022020120483824700_B5","unstructured":"Croen, R. (2001), \u201cSpeech recognition: the future of customer relationship management (CRM)\u201d, available at: www.eloyalty.net"},{"key":"key2022020120483824700_B6","unstructured":"Drucker, D. (2000), \u201cCRM and e\u2010business still a hard fit\u201d, Internetweek, October 30."},{"key":"key2022020120483824700_B7","unstructured":"IT\u2010Analysis.com (2001), \u201cOracle claims world first for CRM\/ERP integration\u201d, available at: www.it\u2010analysis.com"},{"key":"key2022020120483824700_B8","unstructured":"Jones, K.D. (2001), \u201cCRM kingpin Siebel targets  B\u2010to\u2010B\u2019\u2019, available at: www.nmm.com"},{"key":"key2022020120483824700_B9","unstructured":"NameProtect (2001a), \u201cBusinesses are turning to wireless devices for enhanced CRM\u201d, available at: www.idcresearch.com"},{"key":"key2022020120483824700_B10","unstructured":"NameProtect (2001b), \u201cCRM solutions give a boost to data warehousing software and services\u201d, available at: www.idcresearch.com"},{"key":"key2022020120483824700_B11","unstructured":"Oracle (2001), \u201cHow directors can build business through improved customer relationships\u201d, available at: www.uk.oracle.com"},{"key":"key2022020120483824700_B12","unstructured":"Renner, D.H. (2001), \u201cCloser to the customer: customer relationship management and supply chain\u201d, available at: www.renner. ascet.com"},{"key":"key2022020120483824700_B13","unstructured":"Repository Technologies Inc. (2001), \u201cLeveraging JAVA for CRM application\u201d, available at: www.custfirst.com"},{"key":"key2022020120483824700_B14","unstructured":"Robertswitt, S.L. (2000), \u201cCustomer relationship management on the Web\u201d, PC Magazine,  June 9."},{"key":"key2022020120483824700_B15","unstructured":"SAS (2001), \u201cProfit from effective customer relationship management (CRM)\u201d, SAS Institute Inc., Cary, NC, available at: www.sas.com"},{"key":"key2022020120483824700_B16","unstructured":"Sweat, J. (2001), \u201cFront\u2010office system integrates CRM\u201d, available at: www.informationweek. com"},{"key":"key2022020120483824700_B17","unstructured":"The White House (2000), \u201cAssuring security and trust in cyberspace\u201d, press release, July 17, Washington, DC."},{"key":"key2022020120483824700_B18","unstructured":"3com Corp. (2001), \u201cHigh\u2010availability networks enable business\u2010to\u2010consumer e\u2010business\u201d, available at: www.3com.com"}],"container-title":["Industrial Management &amp; Data Systems"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/02635570210445871","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/02635570210445871\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/02635570210445871\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T23:37:08Z","timestamp":1753400228000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/imds\/article\/102\/8\/442-452\/178295"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2002,11,1]]},"references-count":18,"journal-issue":{"issue":"8","published-print":{"date-parts":[[2002,11,1]]}},"alternative-id":["10.1108\/02635570210445871"],"URL":"https:\/\/doi.org\/10.1108\/02635570210445871","relation":{},"ISSN":["0263-5577"],"issn-type":[{"value":"0263-5577","type":"print"}],"subject":[],"published":{"date-parts":[[2002,11,1]]}}}