When are CRM Systems Successful? The Perspective of the User and of the Organization
2005-09-08
Research Paper
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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.
Keywords
Classifications using
Journal of Economic Literature (JEL) Classification System
- M : Business Administration and Business Economics; Marketing; Accounting
- C44 : Statistical Decision Theory; Operations Research
- M31 : Marketing
Automatically Extracted Terms
- system
- crm system
- crm systems
- impact
- customer
- information
- organization
- management
- support
- satisfaction
- information systems
- user satisfaction
- effect
- characteristic
- relationship
- implementation
- marketing
- variable
- research
- usefulness
