期刊名称：Communications of the Association for Information Systems
印刷版ISSN：1529-3181
出版年度：2009
卷号：25
期号：1
页码：26
出版社：Association for Information Systems
摘要：This paper presents a structured framework for understanding the benefits of CRM systems. The framework is comprised of a set of benefits grouped into categories with empirical indicators and example metrics. The framework provides researchers with a systematic approach for exploring CRM system benefits and provides a sound base for further empirical research. It also provides practitioners with a means of defining objectives for CRM projects during specification of the business case and for conducting post-implementation reviews.
关键词：customer relationship management; CRM system benefits
