Customer relationship management and firm performance

Journal of Information Technology

Volumn 26, Issue 3, 2011, Pages 205-219

  Coltman, Tim ^a   Devinney, Timothy M ^b   Midgley, David F ^c  

^a UNIVERSITY OF WOLLONGONG   (Australia)

^b UNIVERSITY OF TECHNOLOGY SYDNEY   (Australia)

^c INSEAD   (France)

Author keywords

capabilities; customer relationship management; performance; strategic IT

Indexed keywords

BUSINESS ARCHITECTURE; CAPABILITIES; CONSTRUCT MODELS; CUSTOMER INTIMACY; CUSTOMER RELATIONSHIP MANAGEMENT; FIRM PERFORMANCE; IT INFRASTRUCTURES; ORGANIZATIONAL CAPABILITIES; PERFORMANCE; PHYSICAL ASSETS; RESOURCE-BASED VIEW OF THE FIRM; STRATEGIC IT;

COST REDUCTION; CUSTOMER SATISFACTION; HUMAN RESOURCE MANAGEMENT; PUBLIC RELATIONS;

SALES;

EID: 80051498880     PISSN: 02683962     EISSN: 14664437     Source Type: Journal    
DOI: 10.1057/jit.2010.39     Document Type: Article

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