Editorial: The role of CRM in changing and facilitating competitive advantage
@article{Fletcher2002EditorialTR, title={Editorial: The role of CRM in changing and facilitating competitive advantage}, author={Keith Fletcher}, journal={Journal of Database Marketing \& Customer Strategy Management}, year={2002}, volume={9}, pages={203-206} }
technology causing unexpected difficulties, or are human and organisational problems causing difficulties in planning and integration? My own research has shown that the reasons behind a positive adoption decision were conceptually different from usage, with firms’ perceptions of barriers and constraints to customer relationship management (CRM) deployment changing as they gained experience of applications. Thus a system or process which might be suitable for bringing a company to a position…
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