A conceptual model of customer relationship management alignment
The paper proposes a conceptual model of customer relationship management (CRM) alignment. The research adopts the business-information systems (IS) strategic alignment model, CRM process and technology perspectives and effectiveness of CRM as a basis. Based on a review of CRM, we propose CRM alignm...
| Main Authors: | , , , , , |
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| Format: | Book Section |
| Published: |
International Association for Development of the Information Society
2012
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| Subjects: |