%0 Journal Article %1 1234 %A Bohling, Douglas %D 2006 %J Journal of Service Research %K CRM_Implentation lv_crossmedia_3 %N 2 %P 184-194 %T CRM Implementation %U http://jsr.sagepub.com/cgi/content/abstract/9/2/184 %V 9 %X Conceptually, customer relationship management (CRM) has been widely embraced by businesses. In practice, however, examples of success contrast with anecdotes where the diffusion of CRM into organizations continues to be a slow process and/or where CRM implementation outcomes have fallen short of expectations. Successful implementation depends on a number of factors such as fit between of a firm’s CRM strategy and programs and its broader marketing strategy, and intraorganizational and interorganizational cooperation and coordination among entities involved in implementation. Building on the results of a survey of the CRM-implementation-related experiences of 101 U.S.-based firms, in this article the authors identify factors associated with successful CRM implementation and advance directions for future research.

@article{1234, abstract = {Conceptually, customer relationship management (CRM) has been widely embraced by businesses. In practice, however, examples of success contrast with anecdotes where the diffusion of CRM into organizations continues to be a slow process and/or where CRM implementation outcomes have fallen short of expectations. Successful implementation depends on a number of factors such as fit between of a firm’s CRM strategy and programs and its broader marketing strategy, and intraorganizational and interorganizational cooperation and coordination among entities involved in implementation. Building on the results of a survey of the CRM-implementation-related experiences of 101 U.S.-based firms, in this article the authors identify factors associated with successful CRM implementation and advance directions for future research. }, added-at = {2008-05-05T22:02:27.000+0200}, author = {Bohling, Douglas}, biburl = {https://www.bibsonomy.org/bibtex/290aab302dc57257605623e8963c9f1fc/mabi}, description = {Conceptually, customer relationship management (CRM) has been widely embraced by businesses. In practice, however, examples of success contrast with anecdotes where the diffusion of CRM into organizations continues to be a slow process and/or where CRM implementation outcomes have fallen short of expectations. Successful implementation depends on a number of factors such as fit between of a firm’s CRM strategy and programs and its broader marketing strategy, and intraorganizational and interorganizational cooperation and coordination among entities involved in implementation. Building on the results of a survey of the CRM-implementation-related experiences of 101 U.S.-based firms, in this article the authors identify factors associated with successful CRM implementation and advance directions for future research.}, interhash = {407eb0384e035a719ad8c7eaf9004251}, intrahash = {90aab302dc57257605623e8963c9f1fc}, journal = {Journal of Service Research}, keywords = {CRM_Implentation lv_crossmedia_3}, number = 2, pages = {184-194}, timestamp = {2008-06-10T18:41:17.000+0200}, title = {CRM Implementation }, url = {http://jsr.sagepub.com/cgi/content/abstract/9/2/184}, volume = 9, year = 2006 }