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

van Bruggen, Gerrit; Wierenga, Berend

G.H. van Bruggen (Gerrit) and B. Wierenga (Berend)

2005-09-08

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

ERIM report series research in management Erasmus Research Institute of Management

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.

Additional Metadata
Keywords	Customer Relationship Management, marketing management support systems, survey research
JEL	Statistical Decision Theory; Operations Research (jel C44), Business Administration and Business Economics; Marketing; Accounting (jel M), Marketing (jel M31)
Persistent URL	hdl.handle.net/1765/6909
Series	ERIM Report Series Research in Management
Journal	ERIM report series research in management Erasmus Research Institute of Management
Organisation	Erasmus Research Institute of Management
Citation APA Style AAA Style APA Style Cell Style Chicago Style Harvard Style IEEE Style MLA Style Nature Style Vancouver Style American-Institute-of-Physics Style Council-of-Science-Editors Style BibTex Format Endnote Format RIS Format CSL Format DOIs only Format	van Bruggen, G., & Wierenga, B. (2005). When are CRM Systems Successful? The Perspective of the User and of the Organization (No. ERS-2005-048-MKT). ERIM report series research in management Erasmus Research Institute of Management. Retrieved from http://hdl.handle.net/1765/6909

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

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