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

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.

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Year of publication:	2005-09-08
Authors:	van Bruggen, van Bruggen, G.H. ; Wierenga, Wierenga, B.
Institutions:	Erasmus Research Institute of Management (ERIM), Erasmus Universiteit Rotterdam
Subject:	Customer Relationship Management \| marketing management support systems \| survey research

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Extent:	application/pdf
Series:	ERIM Report Series Research in Management. - ISSN 1566-5283.
Type of publication:	Book / Working Paper
Notes:	The text is part of a series RePEc:ems:eureri Number ERS-2005-048-MKT
Classification:	C44 - Statistical Decision Theory; Operations Research ; M - Business Administration and Business Economics; Marketing; Accounting ; M31 - Marketing
Source:	RePEc - Research Papers in Economics

Persistent link: https://www.econbiz.de/10010731194