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Critical Success Factors in a Six Dimensional Model CRM Strategy

Santos, José Duarte , José Pita Castelo , Fernando Almeida

ISLA — Instituto Politécnico de Gestão e Tecnologia

Encyclopedia of Organizational Knowledge, Administration, and Technology, 2021 Published by: IGI Global

Companies of various sizes and structures have progressively adopted specialized CRM software that aims to capture customer data and prospects, streamline business processes and provide greater visibility for the business. The result of these initiatives has been very heterogeneous and strongly dependent of several factors, such as the experience, partnerships and qualification of the human resources that these companies possess. In this sense, it becomes pertinent to identify the critical success factors for the launching of a CRM strategy. The findings establish a six-dimensional model composed of sixty-five critical factors. These factors and their relationship between them are presented and discussed in this chapter.

Keywords

#customer relationship management #CRM strategy #success factors #six-dimensional model #human resource qualification #business process integration #customer data management #Critical success factor #Visibility #business #Knowledge Management #Process management

Bibliographic Details

Publication Type Book chapter

Publication Year 2021

Journal / Conference / Work Encyclopedia of Organizational Knowledge, Administration, and Technology

ISSN 2327-350X

Publisher IGI Global

Publication Status Published

ISLA Authors & Affiliations

Critical Success Factors in a Six Dimensional Model CRM Strategy

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Keywords

Bibliographic Details

ISLA Authors & Affiliations