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Determinants of Performance in Customer Relationship Management — Assessing the Technology Usage-Performance Link
Kauai, Hawaii January 04-January 07
DOI Bookmark: http://doi.ieeecomputersociety.org/10.1109/HICSS.2006.121Proceedings of the 39th Annual Hawaii ...
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Goetz Greve, Sönke Albers, "Determinants of Performance in Customer Relationship Management — Assessing the Technology Usage-Performance Link," Hawaii International Conference on System Sciences, vol. 6, pp. 111b, Proceedings of the 39th Annual Hawaii International Conference on System Sciences (HICSS'06) Track 6, 2006.
 
 
BibTex
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@article{ 10.1109/HICSS.2006.121,
author = {Goetz Greve and Sönke Albers},
title = {Determinants of Performance in Customer Relationship Management — Assessing the Technology Usage-Performance Link},
journal ={Hawaii International Conference on System Sciences},
volume = {6},
year = {2006},
issn = {1530-1605},
pages = {111b},
doi = {http://doi.ieeecomputersociety.org/10.1109/HICSS.2006.121},
publisher = {IEEE Computer Society},
address = {Los Alamitos, CA, USA},
}
 
 
RefWorks Procite/RefMan/Endnote
x 
 
TY - CONF
JO - Hawaii International Conference on System Sciences
TI - Determinants of Performance in Customer Relationship Management — Assessing the Technology Usage-Performance Link
SN - 1530-1605
SP
EP
A1 - Goetz Greve,
A1 - Sönke Albers,
PY - 2006
KW - null
VL - 6
JA - Hawaii International Conference on System Sciences
ER -
 
Goetz Greve, Christian-Albrechts-University at Kiel
Sönke Albers, Christian-Albrechts-University at Kiel
The management of customer relationships has become a top priority for companies in the last years. Despite this, little is known about the factors of successful CRM implementations and the role of information technology in this context. This study provides three models for the explanation of CRM performance separated according to the customer lifecycle phases initiation, maintenance, and retention. We analyze the relationship between CRM technology, CRM technology usage and CRM performance. In addition, we identify the drivers that affect implementation success for each phase the most.
Citation:
Goetz Greve, Sönke Albers, "Determinants of Performance in Customer Relationship Management — Assessing the Technology Usage-Performance Link," hicss, vol. 6, pp.111b, Proceedings of the 39th Annual Hawaii International Conference on System Sciences (HICSS'06) Track 6, 2006
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