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Customer Relationship Management System Implementation Process and its Critical Success Factors: A Case Study
6 references·0 citing·31 second hop
Customer Relationship Management System Implementation Process and its Critical Success Factors: A Case Study (2021)Customer Relationship Management System I…Customer relationship management (people, process and technology) and organisational culture in hotels (2017)Customer relationship managem…Investigation Critical Success Factors of Customer Relationship Management Implementation (2012)Investigation Critical Succes…Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors (2011)Analyzing the impact of knowl…Understanding success and failure in customer relationship management (2007)Understanding success and fai…Methodology for customer relationship management (2005)Methodology for customer rela…Understanding customer relationship management (CRM) (2003)Understanding customer relati…Reengineering the Corporation (1993)Reengineering the corporation: A manifesto for business revolution (1993)An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon (2004)Customer relationship management: Finding value drivers (2006)The New Industrial Engineering: Information Technology and Business Process Redesign (2011)Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM (2013)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Social Capital, Intellectual Capital, and the Organizational Advantage (1998)Resource-based theory in marketing (2013)Value creation through stakeholder synergy (2014)Exchange and Power in Social Life (2017)Customer relationship management: digital transformation and sustainable business model innovation (2020)A resource‐based view of the firm (1984)Firm Resources and Sustained Competitive Advantage (1991)From Marketing Mix to Relationship Marketing (1994)Firm resources and sustained competitive advantage (2004)Knowledge leadership to improve project and organizational performance (2013)The impact of the customer relationship management on the organization performance (2018)A Dynamic Theory of Organizational Knowledge Creation (1994)Situated Learning: Legitimate Peripheral Participation. (1994)SUCCESSFUL KNOWLEDGE MANAGEMENT PROJECTS (1998)Review of Psychometric theory (2nd ed.). (1979)Case Study Research: Design and Methods (1984)Organizational culture and leadership (1993)Social customer relationship management: An integrated conceptual framework (2018)Customer relationship management research in hospitality industry: a review and classification (2019)E-commerce adoption by SMEs and its effect on marketing performance: An extended of TOE framework with ai integration, innovation culture, and customer tech-savviness (2023)Building Data Mining Applications for CRM (1999)Why build a customer relationship management capability? (2007)Forecasting social CRM adoption in SMEs: A combined SEM-neural network method (2017)Are CRM systems ready for AI integration? (2019)
this work references cited by second hop

References

  • 2003Understanding customer relationship management (CRM)1,260 cited
  • 2005Methodology for customer relationship management334 cited
  • 2007Understanding success and failure in customer relationship management331 cited
  • 2011Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors250 cited
  • 2017Customer relationship management (people, process and technology) and organisational culture in hotels87 cited
  • 2012Investigation Critical Success Factors of Customer Relationship Management Implementation22 cited

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