haku: @indexterm customer relationship management (crm) / yhteensä: 105
viite: 4 / 105
| Tekijä: | Finnegan, D. J. Currie, W. L. |
| Otsikko: | A multi-layered approach to CRM implementation: an integration perspective |
| Lehti: | European Management Journal
2010 : APR, VOL 28:2, p. 153-167 |
| Asiasana: | systems design customer relationship management (crm) interdisciplinary research integration |
| Kieli: | eng |
| Tiivistelmä: | Organizations often find the implementation of a CRM strategy quite difficult. Drawing from the extant literature on the research conducted during the last five years, this article discusses successful development of a CRM strategy. A framework for better understanding the complex variables affecting CRM strategy implementation is developed. In addition, three case studies are conducted to illustrate the importance of seeing the relationships between the cultural, process, people and technical variables, and the CRM strategy. These case studies reveal that a multi-layered framework can be useful for practitioners in developing a CRM strategy, by providing them with understanding of the interaction between different variables. |
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