Template-Type: ReDIF-Paper 1.0
Author-Name: van Bruggen, G.H.
Author-Name-Last: van Bruggen
Author-Name-First: Gerrit
Author-Name: Wierenga, B.
Author-Name-Last: Wierenga
Author-Name-First: Berend
Title: When are CRM Systems Successful? The Perspective of the User and of the Organization
Abstract: 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.
Creation-Date: 2005-09-08
File-URL: https://repub.eur.nl/pub/6909/ERS%202005%20048%20MKT.pdf
File-Format: application/pdf
Series: RePEc:ems:eureri
Number: ERS-2005-048-MKT
Classification-JEL: C44, M, M31
Keywords: Customer Relationship Management, marketing management support systems, survey research
Handle: RePEc:ems:eureri:6909