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A Framework for Understanding Customer Relationship Management Systems Benefits

Year: 2009

Type: article

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.

Source: Communications of the Association for Information Systems

DOI: 10.17705/1cais.02526

Authors: Graeme Shanks, Ilona Jagielska, Malini Jayaganesh

Institutions: The University of Melbourne, Monash University

Language: English

Topic: Corporate Governance and Management

Subfield: Strategy and Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: bronze

OpenAlex ID: W1577221553

FWCI: 9.597

Cites: 60

Cited by: 30

Related to: 10