The Evaluation Process of CRM Systems: A Review of the Literature (Conference presentation)

Papoutsakis, E./ Stefanou, C.J./ Παπουτσάκης, Ε./ Στεφάνου, Χ.

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dc.contributor.authorPapoutsakis, E.en
dc.contributor.authorStefanou, C.J.en
dc.contributor.otherΠαπουτσάκης, Ε.el
dc.contributor.otherΣτεφάνου, Χ.el
dc.identifier.citationInternational Conference on Contemporary Marketing Issues (ICCMI) 13 – 15 June 2012 Thessaloniki, Greece-
dc.descriptionΆρθρο Συνεδρίου--ΑΤΕΙΘ, 2012-
dc.relation.ispartofInternational Conference on Contemporary Marketing Issues (ICCMI)-
dc.rightsDefault License-
dc.rightsΤο τεκμήριο πιθανώς υπόκειται σε σχετική με τα Πνευματικά Δικαιώματα νομοθεσία-
dc.rightsThis item is probably protected by Copyright Legislation-
dc.subjectCRM systemsen
dc.subjectCRM evaluationen
dc.subjectcustomer relationship managementen
dc.subjectCRM συστήματαel
dc.subjectCRM αξιολόγησηel
dc.subjectΔιαχείριση πελατειακών σχέσεωνel
dc.titleThe Evaluation Process of CRM Systems: A Review of the Literatureen
heal.type.enConference presentationen
heal.recordProviderΣχολή Διοίκησης και Οικονομίας / Τμήμα Διοίκησης Επιχειρήσεωνel
heal.bibliographicCitationPapoutsakis, E., & Stefanou, C.J., 2012, 'The Evaluation Process of CRM Systems: A Review of the Literature', ICCMI, 13 – 15 June 2012 Thessaloniki, Greece, Alexander Technological Educational Institute (ATEI) of Thessaloniki, Thessaloniki, pp. 377-383.en
heal.abstractIntegrated CRM systems are implemented by enterprises worldwide as a means to enhance performance and remain competitive. However, it seems that CRM software, regarded as the primary manifestation of the customer-centric strategy of most organizations does not deliver up to expectations, as a high rate of failure has been reported in the literature. Therefore, the evaluation of CRM systems is of paramount importance but at the same time it is a complex and difficult task. This paper reports a review of the literature on CRM evaluation. The findings suggest that a variety of models, approaches and techniques have been proposed but there is a lack of agreement concerning the relative value of important factors that should be considered in the evaluation process of CRM systems. Future research should empirically examine successful implementations of CRM evaluation projects in order to provide insights and guidelines useful to both researchers and organizations.en
heal.publisherAlexander Technological Educational Institute (ATEI) of Thessaloniki, Department of Marketingen
heal.publisherBucks New Universityen
heal.conferenceNameInternational Conference on Contemporary Marketing Issues (ICCMI)en
heal.conferenceItemTypefull paper-
heal.type.elΔημοσίευση σε συνέδριοel
Appears in Collections:ICCMI (2012)

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