Year: 2002
Type: article
Abstract: With the just-a-click-away competition in today's e-era, to better understand a firm's customers and serve them correspondently is one of the key factors for business success.Customer Relationship Management (CRM) emerges quickly in recent years under this circumstance.Despite its popularity, there is still a significant failure rate of CRM implementation projects.This paper proposes a Customer-Product model to guide the preadoption evaluation of CRM projects and an ERP/CRM integrated framework for CRM adoption.
Author: Yihua Philip Sheng
Institution: Southern Illinois University Carbondale
Language: English
Subfield: Strategy and Management
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W1994585684