{"id":"https://openalex.org/W2900886002","doi":null,"title":"Secrets of Customer Relationship Management","display_name":"Secrets of Customer Relationship Management","publication_year":2000,"publication_date":"2000-09-28","ids":{"openalex":"https://openalex.org/W2900886002","mag":"2900886002"},"language":"en","primary_location":{"id":"mag:2900886002","doi":null,"is_oa":false,"landing_page_url":"https://imt.jogjaprov.go.id/simperpus/index.php?p=show_detail&id=4046&keywords=","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null},"volume":null,"type":"book","indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5005101829","display_name":"James G. Barnes","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"James G. Barnes","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5005101829"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.3312,"has_fulltext":false,"cited_by_count":185,"citation_normalized_percentile":{"value":0.84329564,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":100},"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9775000214576721,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9775000214576721,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.016200000420212746,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.0027000000700354576,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.8880000114440918},{"id":"https://openalex.org/keywords/crm","display_name":"CRM","score":0.4490000009536743},{"id":"https://openalex.org/keywords/customer-relationships","display_name":"customer relationships","score":0.640999972820282},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.41200000047683716}],"concepts":[{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.5357254147529602},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5148950815200806},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3829636573791504},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.19157391786575317}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:2900886002","doi":null,"is_oa":false,"landing_page_url":"https://imt.jogjaprov.go.id/simperpus/index.php?p=show_detail&id=4046&keywords=","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W6990121964","https://openalex.org/W7097984531","https://openalex.org/W1607810748","https://openalex.org/W656533041","https://openalex.org/W2760883041","https://openalex.org/W54256116","https://openalex.org/W3036741005","https://openalex.org/W589162723","https://openalex.org/W2888396303","https://openalex.org/W2971073874"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":20},{"year":2023,"cited_by_count":9},{"year":2022,"cited_by_count":17},{"year":2021,"cited_by_count":12},{"year":2020,"cited_by_count":19},{"year":2019,"cited_by_count":14},{"year":2018,"cited_by_count":22},{"year":2017,"cited_by_count":5},{"year":2016,"cited_by_count":5},{"year":2015,"cited_by_count":5},{"year":2014,"cited_by_count":6},{"year":2013,"cited_by_count":8},{"year":2012,"cited_by_count":15}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2018-11-29T00:00:00"}