Publicação
Customer relationship management (CRM) systems success factors
| Resumo: | CRM systems are coming to the front for winning over new customers by developing service and products to improve customer satisfaction and to retain existing customers. Due to the huge impact CRM systems have in companies, understanding the factors leading to CRM systems success is of extreme importance. Customers’ needs are evolving and firms must rapidly discover, anticipate and fulfill these changing needs through a quick and efficient customer response capability (CRC), supported by business analytics (BA). This study provides a deeper understanding of the determinants that positively impact a CRM systems success. This study proposes a CRM systems success model that includes Delone and Mclean ground constructs, as well as, modern factors regarding CRM systems success measurement. It also reports an empirical study developed through an electronic survey distributed to 130 companies located in Portugal and United Kingdom. This study applies quantitative methods in order to obtain results. Our findings demonstrate that CRM performance is positively influenced by CRC and BA use for CRM. Results demonstrate the determinant role of system quality on CRC, as well as, CRC on CRM performance. This empirical research discusses the theoretical and practical implications. |
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| Autores principais: | Nascimento, Pedro Eduardo Facho do |
| Assunto: | Customer relationship management Customer response capability CRM performance CRM systems Gestão da relação com o cliente Capacidade de resposta ao cliente Performance do CRM Sistemas de CRM |
| Ano: | 2019 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade Nova de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório Institucional da UNL |
| Resumo: | CRM systems are coming to the front for winning over new customers by developing service and products to improve customer satisfaction and to retain existing customers. Due to the huge impact CRM systems have in companies, understanding the factors leading to CRM systems success is of extreme importance. Customers’ needs are evolving and firms must rapidly discover, anticipate and fulfill these changing needs through a quick and efficient customer response capability (CRC), supported by business analytics (BA). This study provides a deeper understanding of the determinants that positively impact a CRM systems success. This study proposes a CRM systems success model that includes Delone and Mclean ground constructs, as well as, modern factors regarding CRM systems success measurement. It also reports an empirical study developed through an electronic survey distributed to 130 companies located in Portugal and United Kingdom. This study applies quantitative methods in order to obtain results. Our findings demonstrate that CRM performance is positively influenced by CRC and BA use for CRM. Results demonstrate the determinant role of system quality on CRC, as well as, CRC on CRM performance. This empirical research discusses the theoretical and practical implications. |
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