. This study provides the descriptive analysis of the CRM implementation and two important factors: customer knowledge and …

CRM implementation, yet little concern has been shown regarding customers' viewpoints toward these same actions. This is … incompatibility exists between the interval of actual CRM implementation activities and customers' expectations of the interval and …, customers and CRM personnel hold different perceptions regarding the frequency with which CRM implementation activities should …

) scale originally developed by Sin et al. as well as to investigate the strength of linkages between CRM implementation … directly involved in CRM implementation and performance assessments. Exploratory and confirmatory factor analyses were used to … research hypotheses concerning the relationship between CRM implementation and business performance. Findings – The results …