Proceedings of the 1st International Conference on E-Business Intelligence (ICEBI 2010)

Value Creation from CRM Systems: Resources and Processes

Authors
Shutao Dong
Corresponding Author
Shutao Dong
Available Online December 2010.
DOI
10.2991/icebi.2010.75How to use a DOI?
Keywords
Customer Relationship Management, Business Process, Operational Benefits, Strategic Benefits, Firm Performance
Abstract

Building on the RBV and the processoriented view, we develop a conceptual model to study the value creation process of CRM systems. Analyzing a dataset of 82 Chinese firms, we find that the value of CRM resources stem from operational benefits (e.g. marketing cost reduction and efficiency gains in customer-oriented business processes) and strategic benefits (e.g. increased customer satisfaction and retention, product and service improvement, and improved sales forecast accuracy). Especially, Chinese firms use CRM systems to improve their firm performance mainly through reaping operational benefits.

Copyright
© 2010, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 1st International Conference on E-Business Intelligence (ICEBI 2010)
Series
Advances in Intelligent Systems Research
Publication Date
December 2010
ISBN
978-90-78677-40-6
ISSN
1951-6851
DOI
10.2991/icebi.2010.75How to use a DOI?
Copyright
© 2010, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Shutao Dong
PY  - 2010/12
DA  - 2010/12
TI  - Value Creation from CRM Systems: Resources and Processes
BT  - Proceedings of the 1st International Conference on E-Business Intelligence (ICEBI 2010)
PB  - Atlantis Press
SP  - 546
EP  - 555
SN  - 1951-6851
UR  - https://doi.org/10.2991/icebi.2010.75
DO  - 10.2991/icebi.2010.75
ID  - Dong2010/12
ER  -