Manufacturer Benefits from Information Integration with Retail Customers
Management Science
Geographic information systems as a marketing information system technology
Decision Support Systems
Where Are the Benefits in CRM Technology Investment?
HICSS '06 Proceedings of the 39th Annual Hawaii International Conference on System Sciences - Volume 06
Toward a successful CRM: variable selection, sampling, and ensemble
Decision Support Systems
Methodology for customer relationship management
Journal of Systems and Software - Special issue: Selected papers from the 11th Asia Pacific software engineering conference (APSEC 2004)
Customer relationship management (CRM) in e-government: a relational perspective
Decision Support Systems
Journal of Management Information Systems
The priority factor model for customer relationship management system success
Expert Systems with Applications: An International Journal
Organizational, strategic and technical barriers to successful implementation of database marketing
International Journal of Information Management: The Journal for Information Professionals
An integrative framework for customer relationship management: towards a systems view
International Journal of Business Information Systems
International Journal of Strategic Decision Sciences
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This chronological in-depth case study describes that, although the integration of functional resources and capabilities including information resource, analytical capability, and operational capability might influence retention process, those are not sufficient to bring the desired performances of acquiring and expanding customer relationships. Find-Equity Bank (a pseudonym) in this case validates that employee satisfaction must be a prerequisite of successful relationship acquisition and expansion processes, both which require employees to have more customer orientation relatively. Thus, this study emphasizes the significance of tripartite resource and capability consisting of technology, process, and people for the successful implementation of an enterprise-wide CRM strategy.