{"id":"https://openalex.org/W1579342998","doi":"https://doi.org/10.1023/a:1022902412594","title":"Customer-Centric Strategic Planning: Integrating CRM in Online Business Systems","display_name":"Customer-Centric Strategic Planning: Integrating CRM in Online Business Systems","publication_year":2003,"publication_date":"2003-04-01","ids":{"openalex":"https://openalex.org/W1579342998","doi":"https://doi.org/10.1023/a:1022902412594","mag":"1579342998"},"language":"en","primary_location":{"id":"doi:10.1023/a:1022902412594","is_oa":false,"landing_page_url":"https://doi.org/10.1023/a:1022902412594","pdf_url":null,"source":{"id":"https://openalex.org/S122922407","display_name":"Information Technology and Management","issn_l":"1385-951X","issn":["1385-951X","1573-7667"],"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":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Technology and Management","raw_type":"journal-article"},"type":"article","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/A5091802485","display_name":"C\u00e4lin Gur\u01ceu","orcid":"https://orcid.org/0000-0002-6073-0246"},"institutions":[{"id":"https://openalex.org/I32062511","display_name":"Heriot-Watt University","ror":"https://ror.org/04mghma93","country_code":"GB","type":"education","lineage":["https://openalex.org/I32062511"]}],"countries":["GB"],"is_corresponding":true,"raw_author_name":"C\u0103lin Gur\u0103u","raw_affiliation_strings":["School of Management, Heriot-Watt University, UK","Heriot-Watt University, School of Management, UK c.gurau@hw.ac.uk#TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Management, Heriot-Watt University, UK","institution_ids":["https://openalex.org/I32062511"]},{"raw_affiliation_string":"Heriot-Watt University, School of Management, UK c.gurau@hw.ac.uk#TAB#","institution_ids":["https://openalex.org/I32062511"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5004726814","display_name":"Ashok Ranchhod","orcid":null},"institutions":[{"id":"https://openalex.org/I43439940","display_name":"University of Southampton","ror":"https://ror.org/01ryk1543","country_code":"GB","type":"education","lineage":["https://openalex.org/I43439940"]},{"id":"https://openalex.org/I156118397","display_name":"Southampton Solent University","ror":"https://ror.org/05xydav19","country_code":"GB","type":"education","lineage":["https://openalex.org/I156118397"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Ashok Ranchhod","raw_affiliation_strings":["Head of Marketing,\n        Southampton Business School, UK","Head of Marketing, Southampton Business School, UK ashok.ranchhod@solent.ac.uk#TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Head of Marketing,\n        Southampton Business School, UK","institution_ids":["https://openalex.org/I43439940"]},{"raw_affiliation_string":"Head of Marketing, Southampton Business School, UK ashok.ranchhod@solent.ac.uk#TAB#","institution_ids":["https://openalex.org/I156118397"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5048501315","display_name":"Ray Hackney","orcid":"https://orcid.org/0000-0003-4391-9597"},"institutions":[{"id":"https://openalex.org/I11983389","display_name":"Manchester Metropolitan University","ror":"https://ror.org/02hstj355","country_code":"GB","type":"education","lineage":["https://openalex.org/I11983389"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Ray Hackney","raw_affiliation_strings":["The Business School, Manchester Metropolitan University, UK","Manchester Metropolitan University, The Business School, UK r.hackney@mmu.ac.uk"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"The Business School, Manchester Metropolitan University, UK","institution_ids":["https://openalex.org/I11983389"]},{"raw_affiliation_string":"Manchester Metropolitan University, The Business School, UK r.hackney@mmu.ac.uk","institution_ids":["https://openalex.org/I11983389"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5091802485"],"corresponding_institution_ids":["https://openalex.org/I32062511"],"apc_list":null,"apc_paid":null,"fwci":2.8449,"has_fulltext":false,"cited_by_count":53,"citation_normalized_percentile":{"value":0.90974344,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":98},"biblio":{"volume":"4","issue":"2-3","first_page":"199","last_page":"214"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T14154","display_name":"finance, banking, and market dynamics","score":0.9995999932289124,"subfield":{"id":"https://openalex.org/subfields/2003","display_name":"Finance"},"field":{"id":"https://openalex.org/fields/20","display_name":"Economics, Econometrics and Finance"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T14154","display_name":"finance, banking, and market dynamics","score":0.9995999932289124,"subfield":{"id":"https://openalex.org/subfields/2003","display_name":"Finance"},"field":{"id":"https://openalex.org/fields/20","display_name":"Economics, Econometrics and Finance"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14419","display_name":"Banking Systems and Strategies","score":0.9169999957084656,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"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/restructuring","display_name":"Restructuring","score":0.7834110260009766},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6252294182777405},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.6189650893211365},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.5504888892173767},{"id":"https://openalex.org/keywords/profiling","display_name":"Profiling (computer programming)","score":0.5249873399734497},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.44765034317970276},{"id":"https://openalex.org/keywords/function","display_name":"Function (biology)","score":0.42246997356414795},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.42242228984832764},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4119799733161926},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.34387367963790894},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.2608819901943207}],"concepts":[{"id":"https://openalex.org/C45237549","wikidata":"https://www.wikidata.org/wiki/Q1376796","display_name":"Restructuring","level":2,"score":0.7834110260009766},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6252294182777405},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.6189650893211365},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5504888892173767},{"id":"https://openalex.org/C187191949","wikidata":"https://www.wikidata.org/wiki/Q1138496","display_name":"Profiling (computer programming)","level":2,"score":0.5249873399734497},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.44765034317970276},{"id":"https://openalex.org/C14036430","wikidata":"https://www.wikidata.org/wiki/Q3736076","display_name":"Function (biology)","level":2,"score":0.42246997356414795},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.42242228984832764},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4119799733161926},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.34387367963790894},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2608819901943207},{"id":"https://openalex.org/C78458016","wikidata":"https://www.wikidata.org/wiki/Q840400","display_name":"Evolutionary biology","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","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/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1023/a:1022902412594","is_oa":false,"landing_page_url":"https://doi.org/10.1023/a:1022902412594","pdf_url":null,"source":{"id":"https://openalex.org/S122922407","display_name":"Information Technology and Management","issn_l":"1385-951X","issn":["1385-951X","1573-7667"],"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":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Technology and Management","raw_type":"journal-article"}],"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":7,"referenced_works":["https://openalex.org/W97202907","https://openalex.org/W149128657","https://openalex.org/W653805070","https://openalex.org/W1558811014","https://openalex.org/W2089742663","https://openalex.org/W2337752056","https://openalex.org/W2917520169"],"related_works":["https://openalex.org/W2376397586","https://openalex.org/W2377702023","https://openalex.org/W76424774","https://openalex.org/W2376263261","https://openalex.org/W1506264906","https://openalex.org/W3127177933","https://openalex.org/W2376259828","https://openalex.org/W2905940832","https://openalex.org/W2391959806","https://openalex.org/W2339564564"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":3},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":4},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":5},{"year":2012,"cited_by_count":3}],"updated_date":"2026-04-28T14:05:53.105641","created_date":"2016-06-24T00:00:00"}