Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
555801 | The Journal of Strategic Information Systems | 2007 | 20 Pages |
Abstract
The market enthusiasm generated around investment in CRM technology is in stark contrast to the naysaying by many academic and business commentators. This raises an important research question concerning the extent to which companies should continue to invest in building a CRM capability. Drawing on field interviews and a survey of senior executives, the results reveal that a superior CRM capability can create positional advantage and subsequent improved performance. Further, it is shown that to be most successful, CRM programs should focus on latent or unarticulated customer needs that underpin a proactive market orientation.
Related Topics
Physical Sciences and Engineering
Computer Science
Information Systems
Authors
Tim Coltman,