The effects of customer relationship management relational information processes on customer-based performance

The relationships among information systems, knowledge sharing, and customer relationship management in banking industry

“…Moreover, information technology may improve the CRM capability to sustain valuable customer relationships (Chang, Wong and Fang, 2014;Wang and Feng, 2012). A technology system is considered to be one of the most important factors that contribute to CRM profitability.…”

Leveraging e-business process for business value: A layered structure perspective

“…For example, a digital platform allows the focal firm to work together with the suppliers to accommodate emerging requests from the customers and to collaboratively find the optimal solutions. It also helps the focal firm work A c c e p t e d M a n u s c r i p t 11 with distributors to rapidly detect market changes and respond to customer problems [8,56]. Thus, we posit:…”

A Multidimensional CRM Approach for Enhancing Marketing Innovation Capabilities of Construction Companies Using Structural Equation Modeling

“…Therefore, customer relationship management readiness consists of two dimensions, (a) organizational readiness which refers to the capability of organizations to adopt information technology systems, and (b) technology readiness which includes hardware, software and computer networks that facilitate CRM processes and information exchange [16]. Given that the readiness concept becomes more complicated when an organization, rather than individuals, is the focus of adoption because readiness tends to depend on a wide variety of factors [27].…”

“…Through this process it was noted that there is no universally accepted definition for customer relationship management and CRM has been defined in prominent previous research according to different aspects illustrate the evolution in the way CRM has been viewed, on the other hand, CRM is perceived differently among companies and experts [9, 18 and 21]. For example, Chang et al [16] viewed CRM as an important business approach to build long term, profitable relationships with specific customers, while Khodakarami and Chan [22] defined customer relationship management a set of methodologies and organizational processes to attract and retain customers through their increased satisfaction and loyalty.…”

“…On the other hand, Chang et al [16] argued that long-term customers can bring profit to firms and always is a paradox inherent in CRM implementation. This conclusion has been supported by other authors [e.g 18], they viewed CRM as the key to profitability in an increasing dynamic market and many organizations now are implementing CRM in the hope that it will enable them to better target profitable segments and ultimately increase the organization's financial performance [9].…”