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http://ssrn.com/abstract=828168
 
 

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When are Crm Systems Successful? The Perspective of the User and of the Organization


G.H. van Bruggen


Erasmus University Rotterdam (EUR) - Rotterdam School of Management (RSM); Erasmus Research Institute of Management (ERIM)

Berend Wierenga


Erasmus University Rotterdam (EUR) - Rotterdam School of Management (RSM); Erasmus Research Institute of Management (ERIM)

August 2005 9,

ERIM Report Series Reference No. ERS-2005-048-MKT

Abstract:     
The individual impact of CRM systems is strongly related to impact at the organizational level. Fit with the task of the user is key. CRM systems are successful in organizations that reward customer-centric behavior and that have an analytical decision style. Acceptance of a CRM system should be monitored over time.

Number of Pages in PDF File: 53

Keywords: Customer Relationship Management, marketing management support systems, survey research

JEL Classification: M, C44, M31

working papers series


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Date posted: January 2, 2006  

Suggested Citation

Bruggen, G.H. van and Wierenga, Berend, When are Crm Systems Successful? The Perspective of the User and of the Organization (August 2005 9,). ERIM Report Series Reference No. ERS-2005-048-MKT. Available at SSRN: http://ssrn.com/abstract=828168

Contact Information

Gerrit H. Van Bruggen (Contact Author)
Erasmus University Rotterdam (EUR) - Rotterdam School of Management (RSM) ( email )
P.O. Box 1738
Room T08-21
3000 DR Rotterdam, 3000 DR
Netherlands
+31 10 408 2258 (Phone)
+31 10 408 9011 (Fax)
Erasmus Research Institute of Management (ERIM)
P.O. Box 1738
3000 DR Rotterdam
Netherlands
Berend Wierenga
Erasmus University Rotterdam (EUR) - Rotterdam School of Management (RSM) ( email )
P.O. Box 1738
Room T08-21
3000 DR Rotterdam, 3000 DR
Netherlands
Erasmus Research Institute of Management (ERIM)
P.O. Box 1738
3000 DR Rotterdam
Netherlands
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