End of Millennium: The Information Age: Economy, Society and Culture
End of Millennium: The Information Age: Economy, Society and Culture
Post-Capitalist Society
Electronic Commerce Customer Relationship Management: A Research Agenda
Information Technology and Management
An Empirical Study on the e-CRM Performance Influence Model for Service Sectors in Taiwan
EEE '05 Proceedings of the 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service (EEE'05) on e-Technology, e-Commerce and e-Service
Methodology for customer relationship management
Journal of Systems and Software - Special issue: Selected papers from the 11th Asia Pacific software engineering conference (APSEC 2004)
Critical success factors for a customer relationship management strategy
Information and Software Technology
The priority factor model for customer relationship management system success
Expert Systems with Applications: An International Journal
Motivations and Results for CRM Adoption in Large Companies in Portugal
Information Resources Management Journal
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Customer relationship management (CRM) and knowledge management (KM) have become key strategic tool for all companies, especially in the current competitive environment. Moreover, customer knowledge is an important issue for CRM implementation. Reviewing the literature, we found many studies that analyze the crucial role played by KM initiatives as determinants of the success of CRM. Moreover, we found also diverse studies that show high rates of failure when implementing that strategy, so there is still no integrated conceptual framework to guide companies to their successful implementation. In this paper, with data of 153 Spanish hotels, we examine the relationships between KM and CRM success using a structural equation model. The main contribution is that having knowledge management capabilities is not sufficient for the success of CRM, but there are other factors to consider. In particular, organizational factors indeed impact CRM success and they appear to be intermediaries of the impact of other factors (KM capabilities/technological/customer orientation factors) in the success of CRM (in financial and marketing terms).