{"id":"https://openalex.org/W51379460","doi":null,"title":"Customer Relationship Management: The Bottom Line to Optimizing Your ROI (NetEffect Series)","display_name":"Customer Relationship Management: The Bottom Line to Optimizing Your ROI (NetEffect Series)","publication_year":2001,"publication_date":"2001-12-01","ids":{"openalex":"https://openalex.org/W51379460","mag":"51379460"},"language":"en","primary_location":{"id":"mag:51379460","doi":null,"is_oa":false,"landing_page_url":"http://dl.acm.org/citation.cfm?id=1238059","pdf_url":null,"source":{"id":"https://openalex.org/S4306463774","display_name":"Prentice-Hall, Inc eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"ebook platform"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"Prentice-Hall, Inc eBooks","raw_type":null},"volume":null,"type":"book","is_traditional":true,"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/A5070370983","display_name":"Jon Anton","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Jon Anton","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5059209721","display_name":"Natalie L. Petouhoff","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Natalie L. Petouhoff","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.4808,"has_fulltext":false,"cited_by_count":55,"citation_normalized_percentile":{"value":0.68369028,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":87,"max":99},"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/T10910","display_name":"Corporate Governance and Management","score":0.5375999808311462,"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"}},"topics":[{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.5375999808311462,"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"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.41019999980926514,"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/T12384","display_name":"Customer churn and segmentation","score":0.01759999990463257,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":1.0},{"id":"https://openalex.org/keywords/return-on-investment","display_name":"return on investment","score":0.9929999709129333},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.7020000219345093},{"id":"https://openalex.org/keywords/training-costs","display_name":"training costs","score":0.7009999752044678},{"id":"https://openalex.org/keywords/call-centers","display_name":"call centers","score":0.7319999933242798},{"id":"https://openalex.org/keywords/cost-benefit-analysis","display_name":"cost-benefit analysis","score":0.8309999704360962},{"id":"https://openalex.org/keywords/customer-lifetime-value","display_name":"customer lifetime value","score":0.8849999904632568},{"id":"https://openalex.org/keywords/service-level-agreements","display_name":"service level agreements","score":0.49900001287460327},{"id":"https://openalex.org/keywords/crm-implementation","display_name":"CRM implementation","score":0.45899999141693115},{"id":"https://openalex.org/keywords/airline-customer-service","display_name":"airline customer service","score":0.5899999737739563},{"id":"https://openalex.org/keywords/process-measurement","display_name":"process measurement","score":0.37599998712539673}],"concepts":[{"id":"https://openalex.org/C169549615","wikidata":"https://www.wikidata.org/wiki/Q939134","display_name":"Return on investment","level":3,"score":0.693377673625946},{"id":"https://openalex.org/C86251818","wikidata":"https://www.wikidata.org/wiki/Q816754","display_name":"Benchmarking","level":2,"score":0.6198288798332214},{"id":"https://openalex.org/C26713055","wikidata":"https://www.wikidata.org/wiki/Q245962","display_name":"Implementation","level":2,"score":0.5744141340255737},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5608195066452026},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5422755479812622},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.5244871973991394},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4793718159198761},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.47341448068618774},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4730709493160248},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.46963000297546387},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.46316656470298767},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.4480229616165161},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4419916868209839},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.4329313337802887},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.35180023312568665},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.33457058668136597},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.3070269823074341},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.2455475926399231},{"id":"https://openalex.org/C2778348673","wikidata":"https://www.wikidata.org/wiki/Q739302","display_name":"Production (economics)","level":2,"score":0.0},{"id":"https://openalex.org/C139719470","wikidata":"https://www.wikidata.org/wiki/Q39680","display_name":"Macroeconomics","level":1,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"mag:51379460","doi":null,"is_oa":false,"landing_page_url":"http://dl.acm.org/citation.cfm?id=1238059","pdf_url":null,"source":{"id":"https://openalex.org/S4306463774","display_name":"Prentice-Hall, Inc eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"ebook platform"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"Prentice-Hall, Inc eBooks","raw_type":null},{"id":"mag:572334460","doi":null,"is_oa":false,"landing_page_url":"http://ci.nii.ac.jp/ncid/BA57163891","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/W572334460","https://openalex.org/W7112953495","https://openalex.org/W1509147305","https://openalex.org/W2129765223","https://openalex.org/W2597923195","https://openalex.org/W1972121777","https://openalex.org/W2582325747","https://openalex.org/W7095415350","https://openalex.org/W603627122","https://openalex.org/W2311146631"],"abstract_inverted_index":{"Cutting-edge":[0],"in":[1,210],"perspective,":[2],"this":[3],"book":[4],"presents":[5],"innovative":[6],"proven":[7],"methods":[8],"for":[9,15,67],"determining":[10],"whether":[11],"a":[12,19,58,203],"CRM":[13,111,126,145,159],"strategy":[14],"changing":[16],"the":[17,32,35,44,65,95,110,115,172,177],"way":[18],"company":[20],"provides":[21],"service":[22,50,214],"(by":[23],"adding":[24],"new":[25,59],"technology,":[26],"processes,":[27],"and":[28,52,62,71,82,141,208],"procedures)":[29],"will":[30],"realize":[31],"return":[33,83],"on":[34,84,144],"investment":[36,85],"projected.":[37],"It":[38],"emphasizes":[39],"1)":[40],"that":[41,64,170,198],"it":[42],"is":[43,69,97],"cost":[45],"of":[46,122,168,181,205],"training":[47],"both":[48],"customer":[49,76,213],"personnel":[51],"customers":[53],"which":[54],"makes":[55],"or":[56],"breaks":[57],"technology":[60],"implementation,":[61],"2)":[63],"path":[66],"success":[68,101],"obtaining":[70],"using":[72],"data":[73],"measures":[74],"from":[75],"contact":[77],"centers":[78],"to":[79,119,134,138],"create":[80],"cost/benefit":[81],"calculations.":[86],"Throughout,":[87],"readers":[88],"see":[89],"through":[90],"measurable":[91],"data-containing":[92],"examples":[93],"how":[94],"theory":[96],"applied":[98],"with":[99,114,212],"great":[100],"by":[102,185],"various":[103],"real-life":[104],"companies.":[105],"KEY":[106],"TOPICS:":[107],"Thinking":[108],"Outside":[109],"Box.":[112],"Start":[113],"People.":[116,124],"The":[117,125,132,166],"Secret":[118],"Risk":[120],"Management":[121],"CRM:":[123],"Successful":[127],"People":[128,162],"Process\u2122":[129],"(CRM":[130],"SPP\u2122):":[131],"Key":[133],"Opening":[135],"Up":[136],"Employees":[137],"Change.":[139],"Teams":[140],"Their":[142],"Impact":[143],"Implementations.":[146],"Why":[147],"Should":[148],"You":[149],"Measure":[150],"Customer":[151,153,183],"Service?":[152],"Lifetime":[154],"Value":[155],"Calculations.":[156],"Benchmarking":[157],"Your":[158],"Center.":[160],"Measuring":[161,188],"Who":[163],"Provide":[164],"Service.":[165],"ROI":[167,180],"Training":[169],"Impacts":[171],"Bottom":[173],"Line.":[174],"Using":[175],"Technology":[176,197],"Smart":[178],"Way:":[179],"Improved":[182],"Service":[184],"an":[186],"Airline.":[187],"Process:":[189],"Promises,":[190],"Promises-Service":[191],"Level":[192],"Let":[193],"Downs":[194],"vs.":[195],"SP3M\u2122.":[196],"Optimizes":[199],"CRM.":[200],"MARKET:":[201],"For":[202],"variety":[204],"executives,":[206],"managers,":[207],"consultants":[209],"companies":[211],"departments.":[215]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2014,"cited_by_count":7},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":2}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}