Band, W., och Petouhoff, N. L. 2009. Topic overview: Social CRM goes mainstream. Future. Baran, Roger Joseph, Galka, Robert J. och Strunk, Daniel P. 2008. Principles of Customer Relationship Management. Easton, Minnesota. West Group.
Bolagsverket. “Större och mindre företag”. 2012.
http://www.bolagsverket.se/ff/foretagsformer/aktiebolag/arsredovisning/storre-1.3317 Hämtad (2015-03-26)
Buttle, Francis. 2004. „Customer Relationship Management: Concepts and Tools. Oxford: Elsevier Butterworth Heinemann.
Buttle, Francis. 2002. ROI on CRM? Academy of Marketing, Nottingham, England. Proceedings of the Academy of Marketing Annual Conference, 2-5 July. Nottingham Buttle, Francis A., Ang, Lawrence. 2002. ROI on CRM: a customer-journey approach. IMP Group.
Buttle, Francis A., Ang, Lawrence. CRM software applications and business performance. 2006. Journal of Database Marketing och Customer Strategy Management 14, 4–16. BuyersZone. “The State of B2B Lead Generation 2013: Infographic”
http://www.buyerzone.com/leads/resources/b2b-lead-generation-2013/ (Hämtad 2015-04-17) Branschstatistik. (2014) “46 PROCENT AV SÄLJBOLAGEN SAKNAR SÄLJSTÖD - CRM” http://www.branschstatistik.com/?kat=nyhet&NEWS_ID=57 (Hämtad 2015-05-03) Clark, P.B. 2001, The ROI or CRM, Crain Communications, Incorporated, Chicago. B to B. 06/11/2001, Vol. 86 Issue 12, p16. 1p.
Click-Through Rate (CTR) http://www.investopedia.com/terms/c/clickthroughrates.asp Cook, Rich. Control Group Marketing: The Benefits of Doing Nothing with CRM. http://www.crmsearch.com/marketing-control-groups.php
Columbus, Louis. 2013. Gartner Predics CRM Will Be A $36B Market By 2017. Forbes. 18 Juni. http://www.forbes.com/sites/louiscolumbus/2013/06/18/gartner-predicts-crm-will-be-a- 36b-market-by-2017/
Customer Relationship Management (CRM)
http://www.businessdictionary.com/definition/customer-relationship-management-CRM.html (Hämtad 2014-11-05)
Cutler, Matt och Sterne, Jim. (2000) E-Metrics - Business Metrics for the New Economy. Netgenesis. https://web.fe.up.pt/~ee94159/sne/e-metrics.pdf (Hämtad 2015-03-22)
42 Davey, Neil. 2014. CRM Metrics: What Should you monitor and measure?
MyCustomer.com. 23 Januari. http://www.mycustomer.com/feature/data-technology/crm- metrics-what-should-you-monitor-and-measure/166328
Dickie, J 2005, ‟Demystifying the ROI of CRM‟, CRM Magazine, 9, 8, p. 20.
Eriksson, Lars Torsten. och Wiedersheim-Paul, Finn. 2014. Att utreda forska och rapportera. Stockholm: Liber.
Grisaffe, D. B. (2007). Questions about the ultimate question: conceptual considerations in evaluating Reichheld's net promoter score (NPS). Journal of Consumer Satisfaction
Dissatisfaction and Complaining Behavior, 20, 36.
Gupta, M.P. och Shukla, Sonal. 2002. Learnings from Customer Relationship Management (CRM) Implementation in a Bank. Global Business Review, 3, 1, pp. 99-122
Heskett, J.L., Sasser, W.E. Jr and Schlesinger, L.A. (1997). The Service Profit Chain. New York: The Free Press
Investopedia. “Recency, Frequency, Monetary Value - RFM.”
http://www.investopedia.com/terms/r/rfm-recency-frequency-monetary-value.asp (Hämtad 2015-04-15)
IOMA's report on financial analysis, planning och reporting: How to Measure--and Boost-- ROI of CRM Systems. IOMA; 2005-01-01; 5:1.
Iriana, R, och Buttle, F 2006. „Strategic, Operational, and Analyctical Customer Relationship Management: Attributes and Measures‟, Journal of Relationship Marketing, 5, 4, pp. 23-42 Isaksson, Pär. 2005. Nöjd kund är inte nog. Affärsvärlden.
http://www.affarsvarlden.se/hem/nyheter/article2577838.ece
Ja-Shen, C; et al. 2009 Measuring CRM effectiveness: Construct development, validation and application of a process-oriented model. Total Quality Management and Business Excellence. 20, 3, 283-299.
Jain, R, Jain, S, och Dhar, U 2007, „CUREL: A SCALE FOR MEASURING CUSTOMER RELATIONSHIP MANAGEMENT EFFECTIVENESS IN SERVICE SECTOR‟, Journal Of Services Research, 7, 1, pp. 37-58.
James L, H 2002, Beyond Customer Loyality, Managing Service Quality, 12, 6, pp. 355-357 Jonas, T och Sasser Jr., W 1995, “Why Satisfied Customers Defect”, Harvards Business Review, 73, 6, pp 88-91.
Kaplan, R. S. och Norton, David P. 1992-01. Harvard business review: The balanced scorecard--measures that drive performance. 70, (1): 71
43 Kellen, Vince. (2002). CRM measurement frameworks. The Purpose for CRM Measurement, 1(4), 2-31
Kim, H. (2011). Measuring corporate CRM strategy: Its model, methodology and application. (pp. 37-71)
Kim, H. & Kim, Y. (2007). A study on developing CRM scorecard. Paper presented at the 150b-150b
Kim, H., & Kim, Y. (2009). A CRM performance measurement framework: Its development process and application. Industrial Marketing Management, 38(4), 477-489.
Kumar, V., Reinartz, W., och ebrary, I. (2012). Customer relationship management: Concept, strategy, and tools. Heidelberg; Berlin: Springer-Verlag.
Lehman, Tobin. 2012. How to Define Retention Rate for Customer Retention. Newnorth. 19 December. http://www.newnorth.com/how-to-calculate-metrics-for-customer-retention/ Market Reasearch World. “What is brand tracking?”
http://www.marketresearchworld.net/content/view/3671/78/ (Hämtad 2015-05-13)
Moedritscher, Gernot och Mussnig, Werner. 2005. Evaluating the long-term benefit of CRM- systems: A cost-oriented approach. International Journal of Innovation and Technology Management, 2, 4 pp. 367-389.
Mora, Michaela. 2010. “Brand Tracking Studies - How To Design Them”
http://www.relevantinsights.com/brand-tracking#sthash.akiBPgPY.dpbs (Hämtad 2015-05- 13)
Payne, Adrian. 2005. Handbook of CRM: Achieving Excellence in Customer Management. Oxford: Butterworth-Heinemann.
Payne, Adrian och Frow, Pennie. 2013. Strategic Customer Management: Integrating Relationship Marketing and CRM. Cambridge. Cambridge University Press.
Prezent, Jonathan. 2013. 63% of CRM Initatives Fail. Direkt Marketing News. 17 Juli. http://www.dmnews.com/63-of-crm-initiatives-fail/article/303470/
Rouse, Margaret. Net Promoter Score (NPS). Techtarget.
http://searchcrm.techtarget.com/definition/Net-Promoter-Score-NPS (Hämtad 2015-03-05) Rust, R.T., Zeithaml, V.A. and Lemon, K.N.,(2004) “Return on Marketing: Using Customer Equity to Focus Marketing Strategy,” Journal of Marketing, Jan. 2004, pp.109-127.
Saunders, Mark, Lewis, Philip och Thornhill, Adrian. 2012. Research methods for business students. 6. ed. Harlow: Pearson
44 SCB (Statistiska Centralbyrån). 2013. Företagens användning av IT 2012.
http://www.scb.se/statistik/_publikationer/NV0116_2012A01_BR_IT02BR1301.pdf SCB (Statistiska Centralbyrån). 2009. Statistik årsbok för Sverige - Informations- och kommunikationsteknik.
http://www.scb.se/statistik/_publikationer/OV0904_2009A01_BR_11_A01BR0901.pdf Segal, S. 2009, „7 Essential Steps When Considering CRM‟, Journal Of Financial Planning, p. 23.
Shafia, M, Mazdeh, M, Vahedi, M & Pournader, M 2011 “Applying fuzzy balanced scorecard for evaluating the CRM performance” Industrial Management & Data Systems, 111, 7, pp 1105-1135
SKI - Bank 2014.
http://www.kvalitetsindex.se/images/stories/Rapporter/Bank/SKI_Bank_2014.pdf Smith, K. (2001). Getting payback from CRM. Webcast on CRMGuru.com, November.
Sohrabi, Babak och Khanlari, Amir. (2007) Customer Lifetime Value (CLV) Measurement Based on RFM Model. Iranian Accounting & Auditing Review, Spring 2007,Vol. 14 No. 47, pp 7- 20
Verhoef, P. C., & Langerak, F. (2002). Eleven misconceptions about customer relationship management. Business Strategy Review, 13(4), 70-76.
Zeithaml, V.A. (1988) “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of evidence,” Journal of Marketing, Jul. 1988, pp.2-22.
Zineldin, Mosad. (2005),"Quality and customer relationship management (CRM) as
competitive strategy in the Swedish banking industry", The TQM Magazine, Vol. 17 Iss 4 pp. 329 - 344
45