No abstract

No abstract

Customer relationship management (CRM) is a topic discussed, mainly, by information systems and marketing management areas. Many organizations are already using CRM systems. When a company uses CRM, it develops different organizational capabilities some of which lead to innovation. Whilst there are some studies that already analyze the creation of innovation capabilities resulting from the usage of a CRM system, how this is achieved has not been understood. The present study aims to contribute to this debate by building on the dynamic capabilities theory to develop a conceptual model for understanding the innovation capabilities development through CRM usage. The research question that guides this paper is: "What is the role of Dynamic Capabilities in the creation of innovation capabilities through CRM usage?" We conduct an exploratory study based on qualitative experts' interviews. Our findings support the argument that CRM drives innovation through dynamic capabilities. In fact, by sensing, seizing and reconfiguring market opportunities and threats, CRM allows organizations to generate innovation.

CRM ADOPTION IN A HIGHER EDUCATION INSTITUTION ABSTRACTMore and more organisations, from private to public sectors, are pursuing higher levels of customer satisfaction, loyalty and retention. With this intent, higher education institutions (HEI) have adopted CRM -Customer Relationship Management. In order to analyse some of the interesting aspects of this phenomenon n, we conducted an action research in a European Institute. The main research question we answered is "how to adopt a CRM strategy in a Higher Education Institution?" Some of the main findings of this study are (1) even though HEI's main customer is the student, there are others stakeholders that a CRM project must consider; (2) universities can use their internal resources to implement a CRM project successfully; and (3) using Agile software methodology is an effective way to define clearer, more objective and more assertive technical requirements which result in a CRM software that meet send user's expectations and organizational strategic goals. These findings can help other HEIs

Purpose -The purpose of this paper is to identify the existing measure instruments for dynamic capabilities (DCs) in order to understand the tendencies of quantitative studies on DCs as well as to evaluate the reliability and validity of these scales. Design/methodology/approach -To accomplish this objective, the authors conducted a systematic review of literature on DCs.Findings -Main findings indicate that quantitative research works on DCs have focused on the relationship between DCs, innovation, organization performance, knowledge management and absorptive capacity. Findings also show that efforts to measure DCs quantitatively are recent and lack reliable methodology. Research limitations/implications -One limitation of this research is that the authors conducted the systematic review on two databases. However, the authors conducted the research on the two most used databases in management research. Practical implications -Findings show that academicians have plenty of room to work on quantitative research works on DCs as well as to develop robust scales to measure this construct in diverse business sectors. Originality/value -This paper is the first to analyze the existing scales that measure DCs.