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The Impact of Customer Relationship Management Implementation on Cost and Profit Efficiencies: Evidence from the U.S. Commercial Banking Industry
cost efficiency customer relationship management profit efficiency stochastic frontier analysis
2011/11/1
The impact of customer relationship management (CRM) implementation on firm performance is an issue of considerable debate. This study examines the impact of CRM implementation on two metrics of firm ...
Analyzing the Diffusion of Global Customer Relationship Management: A Cross-Regional Modeling Framework
cross-regional diffusion model customer relationship management global customer relationship management
2011/10/7
Most recent research on customer relationship management (CRM) has been restricted to developed economies such as the United States. Researchers have done little to study the growth of CRM in developi...
What Lies behind the Concept of Customer Relationship Management? Discussing the Essence of CRM through a Phenomenological Approach
customer relationship management (CRM) organizational strategy information and communication
2009/9/25
Several authors and consulting firms show statistics indicating that at least 50% of all CRM projects fail. Some of them attempt to point out a list of factors in order to guarantee successful CRM imp...