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- Title
A Framework for Understanding Customer Relationship Management Systems Benefits.
- Authors
Shanks, Graeme; Jagielska, Ilona; Jayaganesh, Malini
- Abstract
This paper presents a structured framework for understanding the benefits of CRM systems. The framework is comprised of a set of benefits grouped into categories with empirical indicators and example metrics. The framework provides researchers with a systematic approach for exploring CRM system benefits and provides a sound base for further empirical research. It also provides practitioners with a means of defining objectives for CRM projects during specification of the business case and for conducting post-implementation reviews.
- Subjects
CUSTOMER relationship management; MANAGEMENT information systems; INFORMATION resources management; RESEARCH methodology; BUSINESS planning
- Publication
Communications of the Association for Information Systems, 2009, Vol 25, p263
- ISSN
1529-3181
- Publication type
Article
- DOI
10.17705/1CAIS.02526