The main ideas and citations (5)
“Understanding success and failure in customer relationship management”:
● “Customers complain that more than 50% of their CRM projects have failed — and the majority will underestimate costs by
between 40% and 75%, according to Gartner.”
● Organizations face considerable challenges in implementing large-scale integrated systems such as ERP and CRM.
● “In particular, there is a need for stronger theoretical models of the entire CRM innovation process which can be used by
managers to understand better the underlying causes of success and failure.”
The main ideas and citations (6)
“Why do customer relationship management applications affect customer satisfaction?”:
● “Although marketing and information systems researchers have developed theories about the effect of CRM applications, with some progress toward empirical validation there is limited
knowledge about the effect of CRM applications on a firm’s customer knowledge and customer satisfaction.”
● “Overall, our results suggest that firms that make investments in CRM applications reap significant intangible benefits,
such as improved customer knowledge and customer satisfaction.”
The main ideas and citations (7)
“Customer loyalty using customer relationship management”:
● The ways of generating a competitive advantage, from clients are:
1) continuous improvement by bringing clients in your organization;
2) creativity continues to do so to satisfy the desires and expectations of customers keeps growing;
3) to promise a clear advantage and then given to the clients.…
