Classifying and selecting e‐CRM applications: an analysis‐based proposal

Dotun Adebanjo

142 citations0/0 files storedManagement Decision

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 Employer Branding and e-HRM ERP Systems Implementation and Impact

Abstract

The application of technology to customer relationship management (CRM) initiatives (e‐CRM) is one of the fastest growing technological developments. However, there is sufficient evidence to show that many CRM initiatives do not achieve the desired result. One of the reasons for this is the lack of clarity that surrounds the classification and selection considerations of CRM applications. Identifies and discusses key factors that need to be considered when electronic CRM solutions are to be implemented. Among other findings, proposes perspectives from which e‐CRM implementation may be viewed in addition to identifying three integration dimensions applicable to e‐CRM solutions. Concludes that, while e‐CRM applications could enhance the delivery of a CRM strategy, such applications should be chosen carefully to fit in with organisational culture, process and legacy IT systems. The financial and human resource cost as well as the amount of time required for implementation of a CRM application should also be key factors in the selection of e‐CRM applications.

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 — 142 citations exist upstream.

References

2001Strategy and the Internet.2003E-LOYALTY: YOUR SECRET WEAPON ON THE WEB 2001A Framework for Customer Relationship Management 2001Impact of Information Technology Management Practices on Customer Service 2001Managing customer relationships in the e‐business world: how to personalise computer relationships for increased profitability

Cited by

2010eCRM 2.0 applications and trends: The use and perceptions of Greek tourism firms of social networks and intelligence 2009CRM literature: conceptual and functional insights by keyword analysis 2013Impact of CRM Factors on Customer Satisfaction and Loyalty 2009Investigating the e‐CRM activities of Irish SMEs 2012Performance Implications of CRM Technology Use: A Multilevel Field Study of Business Customers and Their Providers in the Telecommunications Industry 2008e‐CRM in SMEs: an exploratory study in Northern Ireland 2007An economic analysis of customer selection and leveraging strategies in a market where network externalities exist 2016Success factors in a CRM strategy: technology is not all

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.