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

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.

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Year of publication:	2005-09-08
Authors:	Bruggen, G.H. van ; Wierenga, B.
Institutions:	Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
Subject:	Customer Relationship Management \| marketing management support systems \| survey research

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Extent:	application/pdf
Series:	Research Paper. - ISSN 1566-5283.
Type of publication:	Book / Working Paper
Notes:	The text is part of a series RePEc:dgr:eureri Number ERS-2005-048-MKT
Source:	RePEc - Research Papers in Economics

Persistent link: https://www.econbiz.de/10005288800