Hillebrand, B.

customer relationship management motive customer intimacy strategy information marketing process effect fi rms practice information processes journal study collaboration customer insights result strategy research insight system user status model intimacy innovation product business adoption explorative value performance effectiveness crm system status project technology customer information pressure intensity theory opportunity dependence customer relationship performance organization market measure interaction customer relationships customer relationship management literature industry science factor marketing practices influence value assessment development manager assessment decision knowledge correlation analysis sample service crm effectiveness perspective table respondent variance increase support partner von hippel innovation projects crm adoption degree evaluation crm systems understanding