Publicação
Success factors of the implementation of CRM systems - a literature review
| Resumo: | Customer Relationship Management (CRM) is currently an important strategic tool used by organizations to gain competitive advantages. However, since the implementation of a CRM system is not risk-free, it is important to know about the factors that influence its success. This article presents the results of a literature review carried out aiming to identify and describe the main success factors of the implementation of CRM systems. |
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| Autores principais: | Duque, Jorge |
| Outros Autores: | Varajão, João; Filipe, Vitor |
| Assunto: | CRM success factors relationship customer organization fatores influenciadores do sucesso relacionamento cliente organização |
| Ano: | 2018 |
| País: | Portugal |
| Tipo de documento: | comunicação em conferência |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade do Minho |
| Idioma: | português |
| Origem: | RepositóriUM - Universidade do Minho |
| Resumo: | Customer Relationship Management (CRM) is currently an important strategic tool used by organizations to gain competitive advantages. However, since the implementation of a CRM system is not risk-free, it is important to know about the factors that influence its success. This article presents the results of a literature review carried out aiming to identify and describe the main success factors of the implementation of CRM systems. |
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