international journal of electronic commerce winter 2001 2002 vol 6 no 2 pp 61 113 copyright me sharpe inc all rights reserved 1086 4415 9 50 0 00 customer relationship management an assessment research nicholas c romano jr and jerry fjermestad abstract the status maturity man agement eccrm emerging subfield information systems mis are investigated through exhaustive literature review 369 articles from first pub lished article in 1984 conference papers given results indicate some trends that should be interest concern to researchers this area as a whole exploratory surveys dominate which itself may problematic more troubling most survey instruments were not vali dated authors did mention validation procedures second there has been little theoretical development few empirical studies use hypothesis testing third cumulative tradition hardly emerged with each study developing new conceptual model constructs on positive side have employed wide range methods studied broad topics
