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Conference paper Open Access 3 Citations

Success factors of the implementation of CRM systems — A literature review

Duque, Jorge , Varajão, João , Filipe, Vitor , Varajao, Joao
ISLA — Instituto Politécnico de Gestão e Tecnologia
2018, pp. 1–7 Published by: IEEE
DOI: 10.23919/cisti.2018.8399398

Resume

Abstract
Customer Relationship Management (CRM) is currently an important strategic tool used by organizations to gain competitive advantages. However, since the implementation of a CRM system is not risk-free, it is important to know about the factors that influence its success. This article presents the results of a literature review carried out aiming to identify and describe the main success factors of the implementation of CRM systems.

Keywords

#customer relationship management #CRM implementation #implementation success factors #competitive advantage #information systems adoption #success factors #Knowledge Management #Computer science #Process management #business

Bibliographic Details

Publication Type Conference paper
Publication Year 2018
ISBN 9789899843486
Pagination pp. 1–7
Publisher IEEE
Publication Status Published

ISLA Authors & Affiliations

J
Jorge Manuel Pereira Duque
jorge.duque@islagaia.pt ID: FD15-6377-8559
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