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» Strategies for successful CRM implementation
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IMCS
2007
93views more  IMCS 2007»
11 years 8 months ago
Strategies for successful CRM implementation
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...
HICSS
2007
IEEE
165views Biometrics» more  HICSS 2007»
11 years 10 months ago
A Study on Developing CRM Scorecard
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...
Hyung-Su Kim, Young-Gul Kim
HICSS
2006
IEEE
123views Biometrics» more  HICSS 2006»
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 implementatio...
Goetz Greve, Sönke Albers
ECIS
2004
11 years 9 months ago
Business alignment in the CRM domain: predicting CRM performance
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...
Ronald Batenburg, Johan Versendaal
ECIS
2004
11 years 9 months ago
Customer relationship management (CRM) evaluation: diffusing crm benefits into business processes
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...
Marianna Sigala
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