Issues and perspectives in global customer relationship management
Over the past few decades, cross-border business has experienced unparalleled growth. This growth is due to advances in communication and information technologies, privatization and deregulation in emerging economies, and emergence of the global consumer. As the era of globalization continues to man...
| Main Authors: | , , , , |
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| Format: | Journal Article |
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Sage Publications
2006
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| Online Access: | http://hdl.handle.net/20.500.11937/6259 |
| _version_ | 1848745024717586432 |
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| author | Ramaseshan, Balasubramanian Bejou, D. Jain, S. Mason, C. Pancras, J. |
| author_facet | Ramaseshan, Balasubramanian Bejou, D. Jain, S. Mason, C. Pancras, J. |
| author_sort | Ramaseshan, Balasubramanian |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Over the past few decades, cross-border business has experienced unparalleled growth. This growth is due to advances in communication and information technologies, privatization and deregulation in emerging economies, and emergence of the global consumer. As the era of globalization continues to manifest through the emergence of global companies, the importance of customer relationship management (CRM) in these companies has become increasingly significant. Global CRM (GCRM) is the strategic application of the processes and practices of CRM by firms operating in multiple countries or by firms serving customers who span multiple countries, which incorporates relevant differences in business practices, competition, regulatory characteristics, country characteristics, and consumer characteristics to CRM strategies to maximize customer value across the global customer portfolio of the firm. In this article, the authors present an overview of the GCRM environment and the challenges in formulation and implementation of CRM across national boundaries as a source of sustained advantage. The authors also provide a conceptual framework for GCRM and recommendations for future research in Global CRM. |
| first_indexed | 2025-11-14T06:10:47Z |
| format | Journal Article |
| id | curtin-20.500.11937-6259 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T06:10:47Z |
| publishDate | 2006 |
| publisher | Sage Publications |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-62592018-03-29T09:05:42Z Issues and perspectives in global customer relationship management Ramaseshan, Balasubramanian Bejou, D. Jain, S. Mason, C. Pancras, J. Over the past few decades, cross-border business has experienced unparalleled growth. This growth is due to advances in communication and information technologies, privatization and deregulation in emerging economies, and emergence of the global consumer. As the era of globalization continues to manifest through the emergence of global companies, the importance of customer relationship management (CRM) in these companies has become increasingly significant. Global CRM (GCRM) is the strategic application of the processes and practices of CRM by firms operating in multiple countries or by firms serving customers who span multiple countries, which incorporates relevant differences in business practices, competition, regulatory characteristics, country characteristics, and consumer characteristics to CRM strategies to maximize customer value across the global customer portfolio of the firm. In this article, the authors present an overview of the GCRM environment and the challenges in formulation and implementation of CRM across national boundaries as a source of sustained advantage. The authors also provide a conceptual framework for GCRM and recommendations for future research in Global CRM. 2006 Journal Article http://hdl.handle.net/20.500.11937/6259 10.1177/1094670506293574 Sage Publications restricted |
| spellingShingle | Ramaseshan, Balasubramanian Bejou, D. Jain, S. Mason, C. Pancras, J. Issues and perspectives in global customer relationship management |
| title | Issues and perspectives in global customer relationship management |
| title_full | Issues and perspectives in global customer relationship management |
| title_fullStr | Issues and perspectives in global customer relationship management |
| title_full_unstemmed | Issues and perspectives in global customer relationship management |
| title_short | Issues and perspectives in global customer relationship management |
| title_sort | issues and perspectives in global customer relationship management |
| url | http://hdl.handle.net/20.500.11937/6259 |