IT alignment strategies for customer relationship management

Abstract

a r t i c l e i n f o Keywords: Customer relationship management IT alignment CRM strategy IT infrastructure Customer relationship management (CRM) is the overall process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction. A CRM strategy involves the entire enterprise and is employed on an… (More)
DOI: 10.1016/j.dss.2010.12.014

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