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Why do customer relationship management applications affect customer satisfaction?

delete2005-10-01
delete466
PRE
AI
S
Sunil Mithas
K
Krishnan, MS
C
Claes Fornell
DOI：10.1509/jmkg.2005.69.4.201delete
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Abstract

Abstract

En 中文
This research evaluates the effect of customer relationship management (CRM) on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This article also shows that gains in customer knowledge are enhanced when firms share their customer-related information with their supply chain partners.
Keywords:
INFORMATION-TECHNOLOGY CAPABILITY
FIRM PERFORMANCE
ENVIRONMENTS
KNOWLEDGE
IMPACT
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Key information extracted from the uploaded paper, including a brief overview, abstract, background, key highlights, visual analysis, and future outlook.

Journal

J
Journal of Marketing
IF:
10.4
Papers:
1.4K
Citations:
2.7W

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