Stephanie Stahl

Learn More
  • Sunil Mithas, M S Krishnan, Claes Fornell, Robert H Smith, M S Krishnan, Michael R +8 others
  • 2005
This research evaluates the effect of customer relationship management (CRM) on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This article also shows that gains in(More)
  • 1