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• W3123403634 abstract "article i nfo Article history: First received in April 18, 2008 and was under review for 5 1/2 months In recent years, customer relationship management (CRM) has been a topic of the utmost importance for scholars and managers. Despite the evidence provided by numerous empirical studies, many companies that have implemented CRM systems report unsatisfactory levels of improvement. This study analyzes what influence companies can expect CRM implementation to have on performance and how they can leverage its impact. The authors propose a conceptual model that investigates the link between technological and organizational implementations, as well as the implementations' interactions with management and employee support and CRM process-related performance. By measuring CRM performance in terms of the initiation, maintenance, and retention of customer relationships, the study provides a detailed picture of what CRM implementations are capable of achieving. The results of the empirical study, conducted across four industries and ten European countries, indicate that CRM implementation does not impact performance equally for different aspects of the CRM process, and that it has an impact only if adequately supported by the appropriate company stakeholders." @default.
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• W3123403634 date "2009-09-01" @default.
• W3123403634 modified "2023-10-18" @default.
• W3123403634 title "The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention" @default.
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• W3123403634 doi "https://doi.org/10.1016/j.ijresmar.2009.03.006" @default.
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