Customer relationship management and firm performance

  title={Customer relationship management and firm performance},
  author={Tim Coltman and Timothy M. Devinney and David F. Midgley},
  journal={Journal of Information Technology},
In this paper, we examine the impact of customer relationship management (CRM) on firm performance using a hierarchical construct model. [] Key Result Our results reveal a positive and significant path between a superior CRM capability and firm performance. In turn, superior CRM capability is positively associated with HA and BA. However, our results suggest that the impact of IT infrastructure on superior CRM capability is indirect and fully mediated by HA and BA.
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