Critical success factors of CRM technological initiatives

被引：0
|
作者：
Croteau, AM [1 ]
Li, P [1 ]
机构：
[1] Concordia Univ, John Molson Sch Business, Dept Decis Sci & MIS, Montreal, PQ H3G 1M8, Canada
来源：
CANADIAN JOURNAL OF ADMINISTRATIVE SCIENCES-REVUE CANADIENNE DES SCIENCES DE L ADMINISTRATION | 2003年 / 20卷 / 01期
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D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
As an increasing number of organizations realize the importance of becoming more customer-centric in today's competitive economy, they are also discovering that they must deliver authentic customer knowledge across multiple organizational functions and at all customer touch points. This paper compiles the critical success factors of customer relationship management (CRM) technological initiatives realized by 57 large organizations in Canada. The data analysis is performed using structural equation modeling techniques such as PLS.
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页码：21 / 34
页数：14
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