CRM Implementation: Effectiveness Issues and Insights
Timothy Bohling, Douglas Bowman, Steve LaValle, Vikas Mittal, Das Naryandas, Girish Ramani, & Rajan Varadarajan. 2006. "CRM Implementation: Effectiveness Issues and Insights" Journal of Service Research, 9(2), November, 184-194.
11 Pages Posted: 2 Nov 2013
Date Written: November 1, 2006
Conceptually, customer relationship management (CRM) has been widely embraced by businesses. In practice, however, examples of success contrast with anecdotes where the diffusion of CRM into organizations continues to be a slow process and/or where CRM implementation outcomes have fallen short of expectations. Successful implementation depends on a number of factors such as fit between a firm's CRM strategy and programs and its broader marketing strategy, and intraorganizational and interorganizational cooperation and coordination among entities involved in implementation. Building on the results of a survey of the CRM-implementation-related experiences of 101 U.S.-based firms, in this article the authors identify factors associated with successful CRM implementation and advance directions for future research.
Keywords: customer relationship management; CRM; CRM strategy; CRM implementation
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