December 2014
Intermediate to advanced
400 pages
14h 6m
English
book
Trends and Research in the Decision Sciences: Best Papers from the 2014 Annual Conference
by Decision Sciences Institute, Merrill Warkentin
Content preview from Trends and Research in the Decision Sciences: Best Papers from the 2014 Annual Conference
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6. CRM Maturity and Its Impact on B2B Customer Satisfaction: An Empirical Study
Abstract
This chapter develops the CRM maturity construct and uses an in-depth case study of five German and Swedish branches of a leading industrial consulting firm to examine how the construct impacts B2B customer satisfaction. We find that CRM maturity alone does not positively impact customer satisfaction; instead, its dimensions of information management and CRM technology act as enablers, with the greatest impact coming from customer awareness, handling of diverse customers, and CRM organization and culture.
Introduction
Customer relationship ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.