An examination of primary stakeholders' opinions in CRM: Convergence and divergence?

Susan Hart, Gillian M. Hogg, M. Banerjee

Research output: Contribution to journalArticle

Abstract

The research described in this article attempts to understand the Customer Relationship Management (CRM) interest groups in the context of Stakeholder Theory. It aims to profile current CRM practices and factors that impact on success from the perspectives of users, i.e. firms deploying CRM, consultants and software vendors offering CRM solutions. The findings from 719 responses to an online survey suggest that users', consultants' and suppliers' views do not converge on issues related to CRM objectives, perceived success, causes of failure, effectiveness of CRM tasks and evaluation. The results of this study provide a platform for future research.
LanguageEnglish
Pages241-268
Number of pages27
JournalJournal of Customer Behaviour
Volume1
Issue number2
DOIs
Publication statusPublished - 1 Jun 2002

Fingerprint

Divergence
Customer relationship management
Stakeholders
Consultants
Management consultants
Interest groups
Online survey
Vendors
Impact factor
Management practices
Software
Stakeholder theory
Evaluation
Suppliers

Keywords

  • customer relationship management
  • stakeholder theory

Cite this

Hart, Susan ; Hogg, Gillian M. ; Banerjee, M. / An examination of primary stakeholders' opinions in CRM: Convergence and divergence?. In: Journal of Customer Behaviour. 2002 ; Vol. 1, No. 2. pp. 241-268.
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An examination of primary stakeholders' opinions in CRM: Convergence and divergence? / Hart, Susan; Hogg, Gillian M.; Banerjee, M.

In: Journal of Customer Behaviour, Vol. 1, No. 2, 01.06.2002, p. 241-268.

Research output: Contribution to journalArticle

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