CRM software success: a proposed performance measurement scale

Wander Trindade Venturini · Óscar González‐Benito

30 citations0/0 files storedJournal of Knowledge Management

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Corporate Governance and Management Customer Service Quality and Loyalty ERP Systems Implementation and Impact

Abstract

Purpose – This article aims to seek to provide a performance measurement scale for customer relationship management (CRM) software. The CRM concept is wide, yet prior literature offers only specific approaches. This scale goes beyond specific scenarios, to cover the various perspectives on CRM and provide quantitative validation of the measures. Design/methodology/approach – This paper describes the complete process for conceptualizing and operationalizing this reflective second-order construct, including a thorough literature review, qualitative research and a quantitative study with 208 companies that have implemented CRM software. Findings – Three main, interconnected constructs emerge to measure CRM software performance: customer life cycle, firm performance and operational performance. Retention, loyalty and satisfaction indicators form the customer life-cycle dimension. Firm performance refers to market share, efficiency, product adaptation, and new product launch indicators. The operational dimension includes improvement in sales performance, marketing campaigns, customer service and analysis of customer information. Research limitations/implications – This scale guides every element involved in CRM software implementation, toward a common objective. Practical implications – The CRM scale supports CRM software industry players and firms that intend to implement CRM software. The three model constructs provide guidelines about which improvements should be noted with a CRM implementation. Social implications – This scale help the companies who intend to implement CRM software conduct their agreement with the other parts involved (consultants, software developers and the firm). Originality/value – This paper meets an identified need, namely, to provide a CRM software performance measurement scale. The huge, unique sample is exclusive and obtained from a dedicated CRM software developer.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 30 citations exist upstream.

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1989Structural Equations with Latent Variables 1991Structural Equations with Latent Variables.1992The balanced scorecard : measures that drive performance 1992The balanced scorecard--measures that drive performance.2002To Parcel or Not to Parcel: Exploring the Question, Weighing the Merits 2005Principles and practice of structural equation modeling, 2nd ed.1987Practical Issues in Structural Modeling

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.