Purpose – Customer relationship management (CRM) is an information system that tracks customers’ interactions with the firm and allows employees to instantly pull up informat...
ThuyUyen H. Nguyen, Joseph S. Sherif, Michael Newb...
As more firms embrace CRM as a core business strategy, it is getting more important to assess firms’ CRM readiness and performance for diagnosing, guiding, managing, and evaluat...
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 implementatio...
In this paper we present a framework that aims to answer the central question why some organizations are successful in the CRM domain, while others are not. The framework is built...
Although CRM is one of the fastest growing management approaches being adopted across many organizations and particularly tourism and hospitality firms, the deployment of CRM appl...