The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention

Jan U. Becker, Goetz Greve and Sönke Albers

International Journal of Research in Marketing, 2009, vol. 26, issue 3, 207-215

Abstract: In recent years, customer relationship management (CRM) has been a topic of the utmost importance for scholars and managers. Despite the evidence provided by numerous empirical studies, many companies that have implemented CRM systems report unsatisfactory levels of improvement. This study analyzes what influence companies can expect CRM implementation to have on performance and how they can leverage its impact. The authors propose a conceptual model that investigates the link between technological and organizational implementations, as well as the implementations' interactions with management and employee support and CRM process-related performance. By measuring CRM performance in terms of the initiation, maintenance, and retention of customer relationships, the study provides a detailed picture of what CRM implementations are capable of achieving. The results of the empirical study, conducted across four industries and ten European countries, indicate that CRM implementation does not impact performance equally for different aspects of the CRM process, and that it has an impact only if adequately supported by the appropriate company stakeholders.

Keywords: Customer relationship management; CRM process; Customer life-cycle (search for similar items in EconPapers)
Date: 2009
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Citations: View citations in EconPapers (35)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:ijrema:v:26:y:2009:i:3:p:207-215

DOI: 10.1016/j.ijresmar.2009.03.006

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