Journal ArticleDOI
Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors
Reads0
Chats0
TLDR
It is pointed out that having knowledge management capabilities is not sufficient for the success of CRM, but there are other factors to consider, and organizational factors indeed impact CRM success.About:
This article is published in International Journal of Information Management.The article was published on 2011-10-01. It has received 251 citations till now. The article focuses on the topics: Customer knowledge & Customer relationship management.read more
Citations
More filters
Journal ArticleDOI
From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing
TL;DR: In this article, the authors discuss the nature and sometimes negative consequences of the dominating marketing paradigm of today, marketing mix management, and furthermore discuss how modern research into industrial marketing and services marketing as well as customer relationship economics shows that another approach to marketing is required.
Journal ArticleDOI
From Marketing Mix to Relationship Marketing
TL;DR: The authors discusses the nature and sometimes negative consequences of the dominating marketing paradigm of today, marketing mix management, and furthermore discusses how modern research into, for example, industrial marketing and services marketing as well as customer relationship economics shows that another approach to marketing is required.
Journal ArticleDOI
Customer relationship management mechanisms
TL;DR: A comprehensive study and survey on the state of the art mechanisms in the scope of the CRM are done by looking at five categories in which CRM plays a significant role: E-CRM, knowledge management, data mining, data quality and, social CRM.
Journal ArticleDOI
Knowledge leadership to improve project and organizational performance
TL;DR: In this paper, the authors assess the associations among knowledge leadership, customer knowledge management, the performance of a precision instrument sales (PIS) project, and organizational performance, and conclude that adoption of knowledge leadership is associated with customer knowledgemanagement.
Journal ArticleDOI
Understanding CRM adoption stages: empirical analysis building on the TOE framework
TL;DR: A conceptual model is developed using the technology-organisation-environment (TOE) framework to examine the antecedents that affect CRM adoption stages in firms and finds that each included construct influences everyCRM adoption stage differently.
References
More filters
Book ChapterDOI
Firm Resources and Sustained Competitive Advantage
TL;DR: In this article, the authors examined the link between firm resources and sustained competitive advantage and analyzed the potential of several firm resources for generating sustained competitive advantages, including value, rareness, imitability, and substitutability.
Journal ArticleDOI
Multivariate Data Analysis
TL;DR: In this paper, a six-step framework for organizing and discussing multivariate data analysis techniques with flowcharts for each is presented, focusing on the use of each technique, rather than its mathematical derivation.
Journal ArticleDOI
Multivariate data analysis
TL;DR: This chapter discusses Structural Equation Modeling: An Introduction, and SEM: Confirmatory Factor Analysis, and Testing A Structural Model, which shows how the model can be modified for different data types.
Journal ArticleDOI
A Resource-Based View of the Firm
TL;DR: In this paper, the authors explore the usefulness of analyzing firms from the resource side rather than from the product side, in analogy to entry barriers and growth-share matrices, the concepts of resource position barrier and resource-product matrices are suggested.
Book
The theory of the growth of the firm
TL;DR: In this article, the authors studied the role of large and small firms in a growing economy and found that large firms are more likely to acquire and merge smaller firms in order to increase their size.
Related Papers (5)
Understanding customer relationship management (CRM): People, process and technology
Injazz J. Chen,Karen Popovich +1 more