Information partnerships shared data, shared scale
Harvard Business Review
Information systems outsourcing
Communications of the ACM
A two-level investigation of information systems outsourcing
Communications of the ACM
The new world of information technology outsourcing
Communications of the ACM
Developing a framework for analyzing IS sourcing
Information and Management
ICIS '00 Proceedings of the twenty first international conference on Information systems
The Evolution of Outsourcing Research: What is the Next Issue?
HICSS '00 Proceedings of the 33rd Hawaii International Conference on System Sciences-Volume 7 - Volume 7
Journal of Management Information Systems
Information systems outsourcing: a study of pre-event firm characteristics
Journal of Management Information Systems
The effect of service quality and partnership on the outsourcing of information systems functions
Journal of Management Information Systems
Impact of Information Technology Management Practices on Customer Service
Journal of Management Information Systems
A decision model for IS outsourcing
International Journal of Information Management: The Journal for Information Professionals
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Dramatic growth of e-commerce has increased the bargaining power of customers requiring changes in strategies for Customer Relationship Management (CRM) development and implementation on the part of firms. Success of CRM implementations is thus critical for firms to survive in the 21st century. Because of the complex technologies involved in CRM, companies are choosing to outsource to vendors that specialize in CRM. In this study, we propose a theoretical framework that examines the CRM outsourcing success. Based on prior literature, we propose that CRM outsourcing success is influenced by degree of CRM outsourcing, partnership quality between the outsourcing firm and the vendor, organizational factors of the outsourcing firm, and the service quality of the vendor.