{"id":"https://openalex.org/W128768711","doi":"https://doi.org/10.1007/978-3-642-19423-8_4","title":"Critical Success Factors for CRM Implementation: A Study on Indian Banks","display_name":"Critical Success Factors for CRM Implementation: A Study on Indian Banks","publication_year":2011,"publication_date":"2011-01-01","ids":{"openalex":"https://openalex.org/W128768711","doi":"https://doi.org/10.1007/978-3-642-19423-8_4","mag":"128768711"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-642-19423-8_4","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-19423-8_4","pdf_url":null,"source":{"id":"https://openalex.org/S2764900261","display_name":"Communications in computer and information science","issn_l":"1865-0929","issn":["1865-0929","1865-0937"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communications in Computer and Information Science","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"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/A5058420135","display_name":"Sarika Sharma","orcid":"https://orcid.org/0000-0003-0223-8576"},"institutions":[{"id":"https://openalex.org/I4210113821","display_name":"Indian Institute of Information Technology, Pune","ror":"https://ror.org/01f8qyw75","country_code":"IN","type":"education","lineage":["https://openalex.org/I4210113821"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Sarika Sharma","raw_affiliation_strings":["JSPM Eniac Institute of Computer Application, Pune, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"JSPM Eniac Institute of Computer Application, Pune, India","institution_ids":["https://openalex.org/I4210113821"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5103249511","display_name":"D.P. Goyal","orcid":"https://orcid.org/0000-0003-4144-8082"},"institutions":[{"id":"https://openalex.org/I110930757","display_name":"Management Development Institute","ror":"https://ror.org/05cstvk27","country_code":"IN","type":"education","lineage":["https://openalex.org/I110930757"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"D. P. Goyal","raw_affiliation_strings":["Management Development Institute, 122 007, Sukhrali, Gurgaon, India","Management Development Institute, Gurgoan, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Management Development Institute, 122 007, Sukhrali, Gurgaon, India","institution_ids":["https://openalex.org/I110930757"]},{"raw_affiliation_string":"Management Development Institute, Gurgoan, India","institution_ids":["https://openalex.org/I110930757"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.9071,"has_fulltext":false,"cited_by_count":15,"citation_normalized_percentile":{"value":0.87691146,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"32","last_page":"40"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11938","display_name":"ERP Systems Implementation and Impact","score":0.9936000108718872,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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/T11938","display_name":"ERP Systems Implementation and Impact","score":0.9936000108718872,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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":0.9900000095367432,"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/T10164","display_name":"Quality and Supply Management","score":0.9790999889373779,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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/marketing-buzz","display_name":"Marketing buzz","score":0.8573497533798218},{"id":"https://openalex.org/keywords/competitor-analysis","display_name":"Competitor analysis","score":0.7850114107131958},{"id":"https://openalex.org/keywords/implementation","display_name":"Implementation","score":0.7796940803527832},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6007863879203796},{"id":"https://openalex.org/keywords/critical-success-factor","display_name":"Critical success factor","score":0.5680620074272156},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.5434560775756836},{"id":"https://openalex.org/keywords/competitive-advantage","display_name":"Competitive advantage","score":0.5403376817703247},{"id":"https://openalex.org/keywords/competition","display_name":"Competition (biology)","score":0.5087986588478088},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.42346084117889404},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.29008352756500244},{"id":"https://openalex.org/keywords/advertising","display_name":"Advertising","score":0.15303432941436768}],"concepts":[{"id":"https://openalex.org/C113993141","wikidata":"https://www.wikidata.org/wiki/Q906759","display_name":"Marketing buzz","level":2,"score":0.8573497533798218},{"id":"https://openalex.org/C127576917","wikidata":"https://www.wikidata.org/wiki/Q624630","display_name":"Competitor analysis","level":2,"score":0.7850114107131958},{"id":"https://openalex.org/C26713055","wikidata":"https://www.wikidata.org/wiki/Q245962","display_name":"Implementation","level":2,"score":0.7796940803527832},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6007863879203796},{"id":"https://openalex.org/C18806943","wikidata":"https://www.wikidata.org/wiki/Q223210","display_name":"Critical success factor","level":2,"score":0.5680620074272156},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.5434560775756836},{"id":"https://openalex.org/C58546491","wikidata":"https://www.wikidata.org/wiki/Q1150207","display_name":"Competitive advantage","level":2,"score":0.5403376817703247},{"id":"https://openalex.org/C91306197","wikidata":"https://www.wikidata.org/wiki/Q45767","display_name":"Competition (biology)","level":2,"score":0.5087986588478088},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.42346084117889404},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.29008352756500244},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.15303432941436768},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-642-19423-8_4","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-19423-8_4","pdf_url":null,"source":{"id":"https://openalex.org/S2764900261","display_name":"Communications in computer and information science","issn_l":"1865-0929","issn":["1865-0929","1865-0937"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communications in Computer and Information Science","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.4300000071525574,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":15,"referenced_works":["https://openalex.org/W1612366852","https://openalex.org/W1892488579","https://openalex.org/W1965685521","https://openalex.org/W1989964684","https://openalex.org/W1990123045","https://openalex.org/W1994366467","https://openalex.org/W1997729730","https://openalex.org/W2007263771","https://openalex.org/W2023556155","https://openalex.org/W2084399352","https://openalex.org/W2117893299","https://openalex.org/W2515678049","https://openalex.org/W2519943106","https://openalex.org/W2795291221","https://openalex.org/W4248284800"],"related_works":["https://openalex.org/W1975538493","https://openalex.org/W3120869248","https://openalex.org/W1516738863","https://openalex.org/W1589488032","https://openalex.org/W2188777930","https://openalex.org/W2626468394","https://openalex.org/W42358897","https://openalex.org/W1999734162","https://openalex.org/W3126872863","https://openalex.org/W3125633529"],"abstract_inverted_index":null,"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":1},{"year":2014,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}
