Customer relationship management adoption: using a dynamic capabilities approach
نویسندگان
چکیده
منابع مشابه
Customer Relationship Management Adoption: Using A Dynamic Capabilities Approach
Customer Relationship Management (CRM) adoption is both a relevant research topic in academia and a challenge for practitioners. We understand CRM as a complex concept that includes technology, strategy and philosophy. In this research, we propose an analysis of CRM organisational dynamic capabilities. The main goal is to apply a dynamic capabilities perspective to analyse how companies can imp...
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Businesses across sectors use Customer Relationship Management (CRM) to capture and manage their customer data, yet many published studies focus on single industries so their generalizability is limited. In this article, the authors take a multi-sector view of CRM implementation in three areas of the UK services sector: banking and finance, professional services, and the government/public secto...
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In Today’s quality- based competitive world, known as knowledge age, customer attraction is of ultimate importance. In respect to the slogan “customer is always right”, customer relation management is the core of an organizational strategy playing an important role in four aspects of customer identification, customer attraction, customer retaining, and customer satisfaction. Commercial organiza...
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ژورنال
عنوان ژورنال: International Journal of Internet Marketing and Advertising
سال: 2011
ISSN: 1477-5212,1741-8100
DOI: 10.1504/ijima.2011.038239