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Developing customised CRM projects : the role of industry norms, organisational context and customer expectations on CRM implementation

journal contribution

posted on 2013-01-01, 00:00 authored by Marion SteelMarion Steel, Chris DubelaarChris Dubelaar, Mike Ewing

Developing customised CRM projects : the role of industry norms, organisational context and customer expectations on CRM implementation

History

Journal

Industrial marketing management

Volume

42

Issue

8

Pagination

1328 - 1344

Publisher

Elsevier

Location

New York, N. Y.

Publisher DOI

https://doi.org/10.1016/j.indmarman.2012.08.009

ISSN

0019-8501

eISSN

1873-2062

Language

eng

Publication classification

C1.1 Refereed article in a scholarly journal; C Journal article

Copyright notice

2013, Elsevier

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Keywords

customer relationship management (CRM)context CRM implementation Social Sciences Business Management Business & Economics RELATIONSHIP-MANAGEMENT FRAMEWORK PROGRAMS BENEFITS BEHAVIOR IMPACT ISSUES TRUST

Licence

All Rights Reserved

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