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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...
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
2011/9/28
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 ...
Customer Relationship Management System (CRM) and Information Ethics in Call Centres - 'You are the Weakest Link. Goodbye!'
CRM information ethics call centres scripts
2009/12/9
This paper catalogues the rise and rise of call centres in the North West of England, UK and their use of CRM systems. CRM systems often imply new technologies and new ways of working. However, in thi...
Foundation Assessment of the Influence of IT Management Practices on Customer Relationship Management (CRM) in a Large Australian Federal Government Agency
Foundation Assessment IT Management Practices Customer Relationship Management (CRM) Large Australian Federal Government Agency
2009/12/8
The research presented in this paper was motivated by the thrust in Australia to move to whole of e-government. The aim was to determine the level of readiness towards the implementation of customer...
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...