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HICSS
2006
IEEE

Determinants of Performance in Customer Relationship Management - Assessing the Technology Usage-Performance Link

12 years 2 months ago
Determinants of Performance in Customer Relationship Management - Assessing the Technology Usage-Performance Link
The management of customer relationships has become a top priority for companies in the last years. Despite this, little is known about the factors of successful CRM implementations and the role of information technology in this context. This study provides three models for the explanation of CRM performance separated according to the customer lifecycle phases initiation, maintenance, and retention. We analyze the relationship between CRM technology, CRM technology usage and CRM performance. In addition, we identify the drivers that affect implementation success for each phase the most. .
Goetz Greve, Sönke Albers
Added 11 Jun 2010
Updated 11 Jun 2010
Type Conference
Year 2006
Where HICSS
Authors Goetz Greve, Sönke Albers
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