Critical success factors for a customer relationship management strategy

@article{Mendoza2007CriticalSF,
  title={Critical success factors for a customer relationship management strategy},
  author={Luis Eduardo Mendoza and Alejandro Marius and Mar{\'i}a A. P{\'e}rez and Anna Grim{\'a}n},
  journal={Information & Software Technology},
  year={2007},
  volume={49},
  pages={913-945}
}
Most organizations have perceived the customer relationship management (CRM) concept as a technological solution for problems in individual areas, accompanied by a great deal of uncoordinated initiatives. Nevertheless, CRM must be conceived as a strategy, due to its human, technological, and processes implications, at the time an organization decides to implement it. On this basis, the main goal stated in this research is to propose, justify, and validate a model based on critical success… CONTINUE READING

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