Journal article
The Next Wave of CRM Innovation: Implications for Research, Teaching, and Practice
Communications of the Association for Information Systems, Vol.46, pp.560-583
2020
Metrics
Abstract
Globalization and customers’ ever-changing needs have created a hyper-competitive market. As a result, customerrelationship management (CRM) has become a core topic of interest among both practitioners and academics.Further, over the years, with the advancements in the technology landscape, such as digital technologies, CRM hasimproved in myriad ways. This paper summarizes a panel discussion on CRM innovations held at the 2016 PacificAsia Conference on Information Systems (PACIS 2016) in Chiyai, Taiwan. The panel discussed CRM fundamentalsand how traditional CRM systems work in organizations. Then, the panel focused on the advancement in technologylandscape such as big data, analytics, Internet of things, and artificial intelligence and how such technologies havetransformed innovations in the CRM landscape. Finally, the panel highlighted the limitations in the current CRMcurricula in the universities and how the curriculum today needs to reflect such advancements to enhance the unionbetween the CRM curricula and the industry needs. Further, this paper provides future research ideas for academiaand contributes to research interests on CRM in general.
Details
- Title
- The Next Wave of CRM Innovation: Implications for Research, Teaching, and Practice
- Creators
- Sachithra Lokuge (Author) - RMIT UniversityDarshana Sedera (Author) - Southern Cross UniversityThilini Ariyachandra (Author) - Xavier UniversitySaj Kumar (Author) - Leonardo Center of Excellence at SAPVadlamani Ravi (Author) - Institute for Development and Research in Banking Technology
- Publication Details
- Communications of the Association for Information Systems, Vol.46, pp.560-583
- Identifiers
- 991012926989302368
- Academic Unit
- Management; Faculty of Business, Law and Arts
- Language
- English
- Resource Type
- Journal article