{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,3]],"date-time":"2026-02-03T15:31:53Z","timestamp":1770132713006,"version":"3.49.0"},"reference-count":25,"publisher":"Emerald","issue":"3","license":[{"start":{"date-parts":[[2002,8,1]],"date-time":"2002-08-01T00:00:00Z","timestamp":1028160000000},"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":[[2002,8,1]]},"abstract":"<jats:p>In 1998 J.P. Morgan\u2019s analysts forecast that the market for e\u2010CRM (customer relationship management) solutions would grow rapidly. Since then more than 700 e\u2010CRM firms have emerged. The convergence of information technologies caused enterprise information systems providers to add e\u2010CRM functionality to their systems, thus further increasing the number of e\u2010CRM suppliers. The proliferation of e\u2010CRM concepts, models and technologies causes significant confusion and uncertainty. Corporate executives question the economic benefits of investing in multimillion dollar e\u2010CRM projects, ponder about the right business and organizational models for e\u2010CRM, and are uncertain which e\u2010CRM models and technologies will prove both profitable and sustainable over time. With so many failed e\u2010CRM initiatives some executives wonder whether e\u2010CRM is not simply a hype. In the present paper what e\u2010CRM is, from where the economic benefits from investing in e\u2010CRM derive, and the evolution of alternative e\u2010CRM models are elaborated. It is also argued that successful e\u2010CRM projects are not narrowly departmental, but instead organization\u2010wide initiatives. The paper presents a conceptual framework for e\u2010CRM organizational architecture. The findings in the paper are based on e\u2010CRM industry analysis, evaluation and work experience with over 50 e\u2010CRM vendors, and on consulting experience with numerous corporations.<\/jats:p>","DOI":"10.1108\/14637150210428934","type":"journal-article","created":{"date-parts":[[2002,11,18]],"date-time":"2002-11-18T17:23:03Z","timestamp":1037640183000},"page":"218-232","source":"Crossref","is-referenced-by-count":41,"title":["Ubiquitous organization: organizational design for e\u2010CRM"],"prefix":"10.1108","volume":"8","author":[{"given":"Radoslav P.","family":"Kotorov","sequence":"first","affiliation":[]}],"member":"140","reference":[{"key":"key2022022020151468900_b1","unstructured":"Alchian, A. and Demsetz, H. (1972), \u201cProduction, information costs, and economic organization\u201d, American Economic Review, Vol. 62, pp. 777\u201095."},{"key":"key2022022020151468900_b2","unstructured":"Casson, M. (1987), The Firm and the Market: Studies on Multinational Enterprise and the Scope of the Firm, MIT Press, Cambridge, MA."},{"key":"key2022022020151468900_b3","doi-asserted-by":"crossref","unstructured":"Chandler, A.D. (1990), Scale and Scope: The Dynamics of Industrial Capitalism, Belknap Press, Cambridge, MA.","DOI":"10.4159\/9780674029385"},{"key":"key2022022020151468900_b4","unstructured":"Chandler, A.D. Jr and Daems, H. (Eds) (1980), Managerial Hierarchies: Comparative Perspectives on the Rise of the Modern Industrial Enterprise, Harvard University Press, Boston, MA."},{"key":"key2022022020151468900_b5","unstructured":"Coase, R.H. (1988), The Firm, the Market, and the Law, University of Chicago Press, Chicago, IL, pp. 19\u201033."},{"key":"key2022022020151468900_b6","unstructured":"Datamonitor (1999), Banking and E\u2010commerce \u2013 More than Just Another Distribution Channel, Special Report, Datamonitor, New York, NY."},{"key":"key2022022020151468900_b7","unstructured":"deJong, J. (2001), \u201cManage your invoices over the Internet\u201d, PC World, 21 April, pp. 144\u20106."},{"key":"key2022022020151468900_b8","unstructured":"Eckerson, W. and Watson, H. (2001), \u201cHarnessing customer information for strategic advantage: technical challenges and business solutions\u201d, Industry Study, LLC, p. 6."},{"key":"key2022022020151468900_b9","unstructured":"Ernst & Young (1999), \u201cCustomer relationship management\u201d, Special Report: Technology in Financial Services, New York, NY."},{"key":"key2022022020151468900_b10","doi-asserted-by":"crossref","unstructured":"Galbreath, J. and Rogers, T. (1999), \u201cCustomer relationship leadership: a leadership and motivational model for the twenty\u2010first century business\u201d, The TQM Magazine, Vol. 11 No. 3, pp. 161\u201071.","DOI":"10.1108\/09544789910262734"},{"key":"key2022022020151468900_b11","unstructured":"Geijsbeek, J.B. (1974), Ancient Double\u2010entry Bookkeeping: Lucas Pacioli\u2019s Treatise, (AD 1494, the earliest known writer on bookkeeping), reproduced and translated with reproductions, notes, and abstracts from Manzoni, Pietra, Mainardi, Ympyn, Stevin, and Dafforne, Scholars Book Co., Houston, TX."},{"key":"key2022022020151468900_b12","unstructured":"Harter, B. (2000), \u201cCashing in on m\u2010banking\u201d, Wireless Review, February 15, pp. 30\u20106."},{"key":"key2022022020151468900_b13","unstructured":"Inc. Tech 2001 (2001), \u201cE\u2010tailing by the numbers\u201d, Inc. Tech 2001, No. 1, April, pp. 46\u201050."},{"key":"key2022022020151468900_b14","unstructured":"Jaques, E. (1990), \u201cIn praise of hierarchy\u201d, Harvard Business Review, January\/February."},{"key":"key2022022020151468900_b15","unstructured":"Kafka, F. (1956), The Trial, translated by Willa and Edwin Muir, Modern Library, New York, NY."},{"key":"key2022022020151468900_b16","unstructured":"Kelly, J. (2000), Voice over IP, MCK Communications, pp. 5\u201024."},{"key":"key2022022020151468900_b17","unstructured":"Mandel, M.J. and Hof, R.D. (2001), \u201cRethinking the Internet\u201d, Business Week, March 26, pp. 117\u201041."},{"key":"key2022022020151468900_b18","doi-asserted-by":"crossref","unstructured":"Narver, J. and Slater, S. (1990), \u201cThe effect of a market orientation on business profitability\u201d, Journal of Marketing, Vol. 54, pp. 20\u201035.","DOI":"10.1177\/002224299005400403"},{"key":"key2022022020151468900_b19","unstructured":"Pacioli, L. (1963), Pacioli on Accounting, McGraw\u2010Hill, New York, NY."},{"key":"key2022022020151468900_b20","doi-asserted-by":"crossref","unstructured":"Peppard, J. (2000), \u201cCustomer relationship management (CRM) in financial services\u201d, European Management Journal, Vol. 18, pp. 312\u201027.","DOI":"10.1016\/S0263-2373(00)00013-X"},{"key":"key2022022020151468900_b21","unstructured":"Shapiro, C. and Varian, H. (1999), Information Rules, Harvard Business School Press, Boston, MA, pp. 19\u201051."},{"key":"key2022022020151468900_b22","doi-asserted-by":"crossref","unstructured":"Siguaw, J., Brown, G. and Widing, R. (1994), \u201cThe influence of market orientation of the firm on salesforce behavior and attitudes\u201d, Journal of Marketing Research, Vol. 31, pp. 106\u201016.","DOI":"10.1177\/002224379403100109"},{"key":"key2022022020151468900_b23","unstructured":"Smith, A. (1963), An Inquiry into the Nature and Causes of the Wealth of Nations, with an introduction by M. Blaug, R.D. Irwin, Homewood, IL."},{"key":"key2022022020151468900_b24","unstructured":"Stinchcombe, A.L. (1990), Information and Organization, University of California Press, Berkeley, CA."},{"key":"key2022022020151468900_b25","unstructured":"Williamson, O.E. (1985), The Economic Institutions of Capitalism: Firms, Markets, Relational Contracting, Free Press, New York, NY."}],"container-title":["Business Process Management Journal"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/14637150210428934","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/14637150210428934\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/14637150210428934\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,25]],"date-time":"2025-07-25T00:35:29Z","timestamp":1753403729000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/bpmj\/article\/8\/3\/218-232\/256908"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2002,8,1]]},"references-count":25,"journal-issue":{"issue":"3","published-print":{"date-parts":[[2002,8,1]]}},"alternative-id":["10.1108\/14637150210428934"],"URL":"https:\/\/doi.org\/10.1108\/14637150210428934","relation":{},"ISSN":["1463-7154"],"issn-type":[{"value":"1463-7154","type":"print"}],"subject":[],"published":{"date-parts":[[2002,8,1]]}}}