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ECIS
2004
11 years 11 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
HICSS
2006
IEEE
123views Biometrics» more  HICSS 2006»
12 years 3 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
books