Why Do Customer Relationship Management Applications Affect Customer Satisfaction?

  title={Why Do Customer Relationship Management Applications Affect Customer Satisfaction?},
  author={Sunil Mithas and Mahesh Krishnan and Claes Fornell},
  journal={Journal of Marketing},
  pages={201 - 209}
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 customer knowledge are enhanced when firms share their customer-related information with their supply chain partners. 

Tables from this paper

Mediated Effects of Customer Orientation on Customer Relationship Management Performance
ABSTRACT Drawing on relationship marketing and management theory, the author examines how customer orientation can stimulate employee training and customer information processing capability when
The Role of Brand Loyalty on CRM Performance: An Innovative Framework for Smart Manufacturing
This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative
Benefits of customer relationship management on customer satisfaction: An empirical study
The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and
How to facilitate the use of customer knowledge in key account management
Although customer knowledge management has become a topic of growing interest in the literature during the last ten years, it is not yet understood how firms utilize customer-specific knowledge
Impact of Customer Relationship Management on Customer Satisfaction: The Case of a Budget Hotel Chain
ABSTRACT Customer Relationship Management (CRM) can bring many benefits to the hotel business, though there are some associated challenges. Such challenges often bring a significant risk of failure,
A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction
The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction in marketing companies, with the exception of time-saving, enhanced customer satisfaction.
The impact of customer knowledge and customer relationship management on service quality
Purpose – Enterprises realize that customers are their most important asset and recognize that a high level of customer satisfaction can only be achieved by enhancing service quality. Thus, how
Managing the Customer Relationship: A Framework for E-CRM Analysis
Proponents of Customer Relationship Management (CRM) suggest that a firm can develop a value creation relationship, such that an increase in customer value, leads to an increase in firm value (Mithas


The Role of Relational Information Processes and Technology Use in Customer Relationship Management
Drawing on the relationship marketing and market information processing literature streams, the authors conceptualize and measure relational information processes, or organizational routines that are
Managing Customer Support Knowledge
The management of customer support knowledge is increasingly important to organizations because of rapid product change and the growing need for service-based differentiation. This article describes
Customer Satisfaction and Shareholder Value
In this article, the authors develop a theoretical framework that specifies how customer satisfaction affects future customer behavior and, in turn, the level, timing, and risk of future cash flows.
Customer response capability in a sense-and-respond era: The role of customer knowledge process
An organization’s customer response capability, its comptence in satisfying customer needs through effective and quick responses, is critical for sustained success. In this article, the authors
The American Customer Satisfaction Index: Nature, Purpose, and Findings
The American Customer Satisfaction Index (ACSI) is a new type of market-based performance measure for firms, industries, economic sectors, and national economies. The authors discuss the nature and...
Neglected Outcomes of Customer Satisfaction
Although there is significant evidence that customer satisfaction is an important driver of firm profitability, extant literature has largely neglected two intermediate outcomes of customer
Strategic Firm Commitments and Rewards for Customer Relationship Management in Online Retailing
Academic studies offer a generally positive portrait of the effect of customer relationship management (CRM) on firm performance, but practitioners question its value. The authors argue that a firm's
Corporate Social Responsibility, Customer Satisfaction, and Market Value
Abstract Although prior research has addressed the influence of corporate social responsibility (CSR) on perceived customer responses, it is not clear whether CSR affects market value of the firm.
Electronic Commerce Customer Relationship Management: A Research Agenda
A conceptual framework is defined to examine the relationships among and between these five research areas within e-CRM and to propose how they might be integrated to further research this area.
A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction
Many service organizations have embraced relationship marketing with its focus on maximizing customer lifetime value. Recently, there has been considerable controversy about whether there is a link