Employing the literature on IT governance and the structuration theory of technology assimilation, this research develops a conceptual model to examine decision execution mechanisms of IT governance in post-adoption stages of CRM diffusion, i.e. CRM use, impacts on business processes, and impacts on firm performance. While the literature mainly addresses the forms and contingencies of IT govern...

Customer Relationship Management (CRM) adoption is both a relevant research topic in academia and a challenge for practitioners. We understand CRM as a complex concept that includes technology, strategy and philosophy. In this research, we propose an analysis of CRM organisational dynamic capabilities. The main goal is to apply a dynamic capabilities perspective to analyse how companies can imp...

Customer Relationship Management (CRM) adoption is both a relevant research topic in academia and a challenge for practitioners. We understand CRM as a complex concept that includes technology, strategy and philosophy. In this research, we propose an analysis of CRM organisational dynamic capabilities. The main goal is to apply a dynamic capabilities perspective to analyse how companies can imp...

Customer Relationship Management (CRM) within healthcare organization can be viewed as a strategy to attract new customers and retaining them throughout their entire lifetime of relationships. At the same time, the advancement of Web technology known as Web 2.0 plays a significant part in the CRM transition which drives social change that impacts all institutions including business and healthca...

Aim of this paper is to propose agent technology to build and support a new generation of powerful banking CRM systems and suggest a suitable agent framework to meet these challenges. First we describe the context in which banking CRM applications are to be deployed, mentioning the competitive environment, channel multiplication, and customer centric approach. We outline the substance and goals...

Pondering whether, when, and how to innovate with digital technologies, managers are navigating a complex and dynamic landscape. To help with this challenging undertaking, we draw on organizational ecology and network theories to conceptualize the organizational communities that support digital innovations. Empirically, we analyzed news articles about Customer Relationship Management (CRM) and ...

In spite of the enormous information technology (IT) investments that have been and are expected to be made to customer relationship management (CRM), customer satisfaction appears unchanged. This suggests that factors other than those related to IT performance determine CRM effectiveness. This study proposes and develops a CRM effectiveness construct comprised of three dimensions: IT performan...

For an organisation to undertake a Customer Relationship Management (CRM) implementation program it needs to consider a multitude of requirements. Some authors have hinted at viewing CRM within a wider perspective than just customer centric perspectives. The aim of this paper is to discuss the domain and conceptualise some of the requirements of CRM from an organisation’s point of view. An orga...

Customer Relationship Management (CRM) within healthcare organization can be viewed as a strategy to attract new customers and retaining them throughout their entire lifetime of relationships. At the same time, the advancement of Web technology known as Web 2.0 plays a significant part in the CRM transition which drives social change that impacts all institutions including business and healthca...

The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. As more and more organizations realize the significance of becoming customer-centric in today's competitive era, they embrace CRM as a core business strategy. CRM an integration of information technology and relationship marketing provides the infrastructure that facilitates long-term r...