Ivens, B., Kasper-Brauer, K., Leischnig, A. et al. (1 more author) (2024) Implementing customer relationship management successfully: a configurational perspective. Technological Forecasting and Social Change, 199. 123083. ISSN 0040-1625
Abstract
Although the management of customer relationships has become a key priority in firms in a broad range of industries, its effective implementation often creates major challenges. Couched in configuration theory and using a configurational approach, this article investigates how factors associated with firms' customer management, market approach, and business environment interact and fall into patterns to predict profitability. The results of a fuzzy-set qualitative comparative analysis reveal different configurations to a profitable implementation of customer relationship management. Insight into these configurations contributes to a deeper understanding of digital ecodynamics and advances the understanding of the interplay among important strategic, technological, and environmental factors. The findings of this inquiry can guide managers in designing effective customer relationship management approaches.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © 2023 The Authors. Except as otherwise noted, this author-accepted version of a journal article published in Technological Forecasting and Social Change is made available via the University of Sheffield Research Publications and Copyright Policy under the terms of the Creative Commons Attribution 4.0 International License (CC-BY 4.0), which permits unrestricted use, distribution and reproduction in any medium, provided the original work is properly cited. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/ |
Keywords: | Configurational approach; Customer relationship management; Digital ecodynamics; Profitability |
Dates: |
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Institution: | The University of Sheffield |
Academic Units: | The University of Sheffield > Faculty of Social Sciences (Sheffield) > Management School (Sheffield) |
Depositing User: | Symplectic Sheffield |
Date Deposited: | 31 May 2024 14:53 |
Last Modified: | 31 May 2024 14:58 |
Status: | Published |
Publisher: | Elsevier BV |
Refereed: | Yes |
Identification Number: | 10.1016/j.techfore.2023.123083 |
Related URLs: | |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:213006 |
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Filename: 2023 TFSC Revised manuscript #2 with author details.pdf
Licence: CC-BY 4.0