The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention

Becker, J.; Greve, Goetz; Albers, Sönke

doi:10.1016/j.ijresmar.2009.03.006

Cited by 190 publications

(120 citation statements)

References 66 publications

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“…With the growing access to IS, it is crucial for firms to understand how to implement IS investments effectively and use IS as a means to achieve greater firm profitability (Becker et al, 2009). This study aimed to improve the understanding of the link between IS integration and firm profitability.…”

Section: Discussionmentioning

confidence: 99%

Relationships between internal and external information systems integration, cost and quality performance, and firm profitability

Maiga

Nilsson

2015

International Journal of Production Economics

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a b s t r a c tThis paper proposes that the impact of information systems (IS) integration on manufacturing firm profitability is underestimated as a result of inadequate attention to indirect effects. The study uses structural equation modeling to investigate the associations among internal and external information system integration, quality and cost performance, and firm profitability. Overall, the results from a mail survey of 263 member firms of the Institute for Supply Management support the theoretical model. Results indicate that (a) internal IS integration has a significant positive association with external IS integration, (b) both internal IS integration and external IS integration are significantly positively associated with cost and quality performance, (c) quality performance is significantly positively associated with cost performance, and (d) both quality and cost performance have significant positive associations with firm profitability. However, the direct effects of internal and external IS integration on firm profitability are not significant. Rather, the association is through cost and quality performance, suggesting that both cost and quality performance act as intervening variables. This study extends the literature on IS integration by providing insights into a set of interrelationships that matters for the attainment of firm profitability from IS integration.

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Section: Discussionmentioning

confidence: 99%

Relationships between internal and external information systems integration, cost and quality performance, and firm profitability

Maiga

Nilsson

2015

International Journal of Production Economics

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“…program benefi ts), which include functional (economic) considerations as well as psychological (experiential) motivations. Becker et al (2009) suggested that it is vital for the customer to be attracted to the program's attributes fi rst. As customers join a program, they should be motivated to repeat their purchases (Dowling & Uncles 1997).…”

Section: Discussionmentioning

confidence: 99%

Penilaian Kesan Manfaat Program Kesetiaan dalam Hubungan Kepuasan-Kesetiaan: Bukti Empirikal di Malaysia

Omar¹,

Mohd-Ramly²,

Alam³

et al. 2015

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“…Research shows that a database containing customer acquisition and retention data improves business performance. In addition, research suggests that formal systems for identifying and managing high potential customers lead to higher economic performance (Becker, Greve & Albers 2009;Jayachandran, Sharma, Kaufman, & Raman, 2005;Reinartz, Krafft, & Hoyer, 2004;) CVM creates a stronger focus on the customer because it requires a customer-centric approach. Moreover, CVM provides firms with extensive customer knowledge.…”

Section: Insights From Marketing Sciencementioning

confidence: 99%

Successful customer value management: Key lessons and emerging trends

Verhoef

Lemon

2013

European Management Journal

134

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The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention

Cited by 190 publications

References 66 publications

Relationships between internal and external information systems integration, cost and quality performance, and firm profitability

Relationships between internal and external information systems integration, cost and quality performance, and firm profitability

Penilaian Kesan Manfaat Program Kesetiaan dalam Hubungan Kepuasan-Kesetiaan: Bukti Empirikal di Malaysia

Successful customer value management: Key lessons and emerging trends

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