Motivations and Results for CRM Adoption in Large Companies in Portugal

Maria Manuela Cruz-Cunha, João Varajão and Daniela Santana
Additional contact information
Maria Manuela Cruz-Cunha: Polytechnic Institute of Cávado and Ave, CGIT Research Centre, Frescainha S. Martinho, Portugal
João Varajão: Algoritmi Research Centre, University of Trás-os-Montes e Alto Douro, Vila Real, Portugal
Daniela Santana: Mestrado em TIC, University of Trás-os-Montes e Alto Douro, Vila Real, Portugal

Information Resources Management Journal (IRMJ), 2013, vol. 26, issue 1, 25-36

Abstract: There are several motivations for CRM systems adoption, some of them aligned with the results of CRM implementation. This paper presents the main findings of a study undertaken among a sample of Portuguese large enterprises, identifying and discussing the main motivations and results of the adoption of CRM systems. It was possible to conclude that the main results of CRM adoption reflect the main motivations as, for instance, improvement of quality of information or process improvement. The findings of this study allow the academic and professional community to better understand the main motivations of large companies for adopting CRM systems, as well as their obtained results, and also allow CRM systems vendors and consultants to better address the needs of their potential clients.

Date: 2013
References: Add references at CitEc
Citations:

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 4018/irmj.2013010103 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:rmj000:v:26:y:2013:i:1:p:25-36

Access Statistics for this article

Information Resources Management Journal (IRMJ) is currently edited by George Kelley

More articles in Information Resources Management Journal (IRMJ) from IGI Global
Bibliographic data for series maintained by Journal Editor ().