Customer Relationship Management (CRM) and knowledge management, have some important issues, in particular, related to lack of success of CRM strategies implementation. Much CRM writing focuses on technology applications, but the critical role of knowledge management is now beginning to be recognized. CRM is definitely related to the discipline of knowledge management thus, the existence of suf...

Purpose – The customer relationship management (CRM) technology adoption process in smalland medium-sized enterprises (SMEs) is an under-researched area and the purpose of this paper is to extend the knowledge and offer greater understanding of the CRM adoption process through an empirical study in the USA. Design/methodology/approach – In this study it is hypothesized that the likelihood of CR...

Purpose – The purpose of this paper is to review state-of-art literature on adoption of CRM technology, including the CRM in multichannel environment and provide a comprehensive view of insights gained in this area of research through the bibliography. Design/methodology/approach – All together, nine databases were searched on the basis of four main descriptors which provided identification of ...

Customer relationship management (CRM) is a combination of people, processes, and technology that seeks to provide understanding of customer needs, to support a business strategy, and to build long-term relationships with customers. Successful utilization of the integrated technology requires appropriate business processes and organizational culture to adequately address human behavioral elemen...

The literature on technology acceptance and emotions is reviewed in a bid to investigate the human aspects of CRM systems evaluation. Specifically it is argued that taking into account more intricate human dimensions in system evaluation might lead to a more comprehensive realisation of benefits for an organisation. A research agenda is scoped and presented alongside a conceptual, behaviours ba...

Despite the rapid growth of customer relationship management (CRM) adoption in the global information technology (IT) market, CRM adoption in China has yet to realize a number of challenges during its inchoate stage. The reality of implementation challenges brings the impulsion of CRM adoption away with an early belief that this technology weapon will easily make great profits from a new-fashio...

Few researches have been conducted on customer relationship management (CRM) success but the antecedents are not clearly depicted. Besides, Literature on CRM in an integrated fashion is sparse, rather issues are presented in isolation mostly focusing on technology ignoring other organizational and extra-organizational issues like social capital and customer knowledge. Moreover, the mediating ro...

Purpose – The focus of customer relationship management (CRM) literature has been predominantly on the firm perspective and on IT, not on customer or service orientation and value co-creation. This paper explores and analyses contemporary CRM frameworks and suggests future research directions. To achieve this, a thorough literature review on CRM is conducted focusing on recent advances within C...

a successful e-crm strategy and implementation should be able to demonstrate a shift in the number of interactions from higher cost channels to lower cost electronic channels. combining this with the ability to demonstrate either sustained or improved relationship strength levels will provide a good overall indicator of the value of a company’s e-crm activities. highly effective e-crm comes whe...

For an organisation to undertake a Customer Relationship Management (CRM) implementation program it needs to consider a multitude of issues. Some authors have hinted at viewing CRM within a wider perspective. The aim of this paper is to discuss the domain of CRM from an organisation's point of view. However, CRM needs to be identified as the whole organisation, including its internal and extern...