The customer relationship management process: its measurement and impact on performance
Naser Azad,Fatemeh Ahmadi +1 more
TLDR
In this article, the authors present an empirical investigation to determine effective factors influencing on the success of CRM implementation, including customer relationship technologies, customer oriented, enterprise development strategies, customer services and business plan.Abstract:
Customer relationship management (CRM) systems track and measure marketing campaigns over different networks. There are literally many studies associated with the implementation of CRM in different industries. This paper presents an empirical investigation to determine effective factors influencing on the success of CRM implementation. The study designs a questionnaire in Likert scale on measuring various factors and distributes it among selected employees who work for the biggest software maker firm in city of Tehran, Iran. Using principal component analysis, the study has detected five factors influencing on the succes of CRM including customer relationship technologies, customer oriented, enterprise development strategies, customer services and business plan.read more
Citations
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Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House
TL;DR: The convergence of social media and CRM creates pitfalls and opportunities, which are explored in this article, where the authors discuss how social media engagement affects the house's core areas (i.e., acquisition, retention, and termination) and supporting business areas (e.g., people, IT, performance evaluation, metrics and overall marketing strategy).
Journal ArticleDOI
S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM
TL;DR: An integrative, S-D logic–informed framework of CE is developed comprising three CE foundational processes, which are required (for customer resource integration), or conducive ( for customer knowledge sharing/learning) CE antecedents.
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Antecedents of M&A success: The role of strategic complementarity, cultural fit, and degree and speed of integration
Florian Bauer,Kurt Matzler +1 more
TL;DR: The theoretical framework was tested empirically across a sample of 106 SME transactions in the machinery, electronic, and logistic industries in the German-speaking part of Central Europe and supported the demand for an integrative perspective and theory on M&A.
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Leveraging digital technologies: how information quality leads to localized capabilities and customer service performance
TL;DR: A capabilities perspective is used to propose digital design as an antecedent to two customer service capabilities--namely, customer orientation capability and customer response capability--across a firm's CSUs, which will help a firm to locally sense and respond to customer needs.
Journal ArticleDOI
Measuring business model innovation: conceptualization, scale development, and proof of performance
TL;DR: A hierarchical three-level scale for measuring business model innovation is provided, which can be used as formative measures of three dimensions ofbusiness model innovation at the second level, namely value creation innovation, value proposition innovation and value capture innovation.
References
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A Strategic Framework for Customer Relationship Management
Adrian Payne,Pennie Frow +1 more
TL;DR: In this article, the authors developed a conceptual framework for customer relationship management (CRM) that helps broaden the understanding of CRM and its role in enhancing customer value and, as a result, shareholder value.
Journal ArticleDOI
The customer relationship management process: its measurement and impact on performance
TL;DR: In this article, the authors conceptualize a construct of the CRM process and its dimensions, operationalize and validate the construct, and empirically investigate the organizational performance consequences of implementing CRM processes.
Journal ArticleDOI
Understanding customer relationship management (CRM): People, process and technology
Injazz J. Chen,Karen Popovich +1 more
TL;DR: Managing a successful CRM implementation requires an integrated and balanced approach to technology, process, and people.
Journal ArticleDOI
Why Do Customer Relationship Management Applications Affect Customer Satisfaction
TL;DR: In this article, an analysis of archival data for a cross-section of U.S. firms showed that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction.
Posted Content
An Evaluation of Divergent Perspectives on Customer Relationship Management: Towards a Common Understanding of an Emerging Phenomenon
TL;DR: In this paper, a detailed description of the CRM process is provided along with a comprehensive framework intended to aid marketers in their quest to achieve CRM success, which is best conceptualized as an ongoing process that involves the development and leveraging of market intelligence for the purpose of building and maintaining a profit-maximizing portfolio of customer relationships.