Critical Success Factors in a Six Dimensional Model CRM Strategy

View Sample PDF

Author(s): José Duarte Santos (CEOS.PP, Polytechnic of Porto, Portugal), José Pita Castelo (Universidade de Vigo, Spain)and Fernando Almeida (INESC TEC, University of Porto, Portugal & Polytechnic Higher Institute of Gaya, Portugal)
Copyright: 2021
Pages: 14
Source title: Encyclopedia of Organizational Knowledge, Administration, and Technology
Source Author(s)/Editor(s): Mehdi Khosrow-Pour D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-7998-3473-1.ch145

Keywords: Administration & Leadership / Business & Management / Business and Organizational Research / Business Science Reference

Purchase

View Critical Success Factors in a Six Dimensional Model CRM Strategy on the publisher's website for pricing and purchasing information.

Abstract

Companies of various sizes and structures have progressively adopted specialized CRM software that aims to capture customer data and prospects, streamline business processes and provide greater visibility for the business. The result of these initiatives has been very heterogeneous and strongly dependent of several factors, such as the experience, partnerships and qualification of the human resources that these companies possess. In this sense, it becomes pertinent to identify the critical success factors for the launching of a CRM strategy. The findings establish a six-dimensional model composed of sixty-five critical factors. These factors and their relationship between them are presented and discussed in this chapter.

The IRMA Community

Research IRM

Critical Success Factors in a Six Dimensional Model CRM Strategy

Purchase

Abstract

Related Content

IRMA Sponsors