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• W2007263771 abstract "The market enthusiasm generated around investment in CRM technology is in stark contrast to the naysaying by many academic and business commentators. This raises an important research question concerning the extent to which companies should continue to invest in building a CRM capability. Drawing on field interviews and a survey of senior executives, the results reveal that a superior CRM capability can create positional advantage and subsequent improved performance. Further, it is shown that to be most successful, CRM programs should focus on latent or unarticulated customer needs that underpin a proactive market orientation." @default.
• W2007263771 created "2016-06-24" @default.
• W2007263771 creator A5009684790 @default.
• W2007263771 date "2007-09-01" @default.
• W2007263771 modified "2023-09-30" @default.
• W2007263771 title "Why build a customer relationship management capability?" @default.
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• W2007263771 doi "https://doi.org/10.1016/j.jsis.2007.05.001" @default.
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