The inevitable role of human in CRM success: digging deep the human CSFs

The inevitable role of human in CRM success: digging deep the human CSFs

The main purpose of this paper is to enhance the CRM literature through the development of a conceptual model highlighting the impact of human related CSFs on CRM success. A qualitative methodology has been used by extensively reviewing the extant literature on the topic. Evidences suggest that CRM...

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Bibliographic Details
Main Author: Jan, Muhammad Tahir
Format: Article
Language:English
Published: JM Publishers 2011
Subjects:
HF Commerce
HF5001 Business. Business Administration
HF5410 Marketing. Distribution of products
Online Access:http://irep.iium.edu.my/26707/
http://irep.iium.edu.my/26707/1/2011-Human_CSFs_paper.pdf
id iium-26707
recordtype eprints
spelling iium-267072013-07-15T03:03:48Z http://irep.iium.edu.my/26707/ The inevitable role of human in CRM success: digging deep the human CSFs Jan, Muhammad Tahir HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products The main purpose of this paper is to enhance the CRM literature through the development of a conceptual model highlighting the impact of human related CSFs on CRM success. A qualitative methodology has been used by extensively reviewing the extant literature on the topic. Evidences suggest that CRM can be successful when a company successfully retain the customers; however, for customer retention customer satisfaction is necessary. Both customer satisfaction and retention are possible by efficiently aligning different CSFs related to CRM. Literature confirms that CSFs related to human are vital if a company wants to reap the benefits of CRM. The present paper, therefore, extracted those human CSFs which positively impact CRM success and more importantly customer satisfaction. It also complements the recent research that has been conducted on exploring the role of human CSFs in CRM success. Finally, a model has been proposed for future testing. JM Publishers 2011-06 Article PeerReviewed application/pdf en http://irep.iium.edu.my/26707/1/2011-Human_CSFs_paper.pdf Jan, Muhammad Tahir (2011) The inevitable role of human in CRM success: digging deep the human CSFs. JM International Journal of Services Marketing, 1 (2). pp. 111-120. ISSN 2229-6131
repository_type Digital Repository
institution_category Local University
institution International Islamic University Malaysia
building IIUM Repository
collection Online Access
language English
topic HF Commerce
HF5001 Business. Business Administration
HF5410 Marketing. Distribution of products
spellingShingle HF Commerce
HF5001 Business. Business Administration
HF5410 Marketing. Distribution of products
Jan, Muhammad Tahir
The inevitable role of human in CRM success: digging deep the human CSFs
description The main purpose of this paper is to enhance the CRM literature through the development of a conceptual model highlighting the impact of human related CSFs on CRM success. A qualitative methodology has been used by extensively reviewing the extant literature on the topic. Evidences suggest that CRM can be successful when a company successfully retain the customers; however, for customer retention customer satisfaction is necessary. Both customer satisfaction and retention are possible by efficiently aligning different CSFs related to CRM. Literature confirms that CSFs related to human are vital if a company wants to reap the benefits of CRM. The present paper, therefore, extracted those human CSFs which positively impact CRM success and more importantly customer satisfaction. It also complements the recent research that has been conducted on exploring the role of human CSFs in CRM success. Finally, a model has been proposed for future testing.
format Article
author Jan, Muhammad Tahir
author_facet Jan, Muhammad Tahir
author_sort Jan, Muhammad Tahir
title The inevitable role of human in CRM success: digging deep the human CSFs
title_short The inevitable role of human in CRM success: digging deep the human CSFs
title_full The inevitable role of human in CRM success: digging deep the human CSFs
title_fullStr The inevitable role of human in CRM success: digging deep the human CSFs
title_full_unstemmed The inevitable role of human in CRM success: digging deep the human CSFs
title_sort inevitable role of human in crm success: digging deep the human csfs
publisher JM Publishers
publishDate 2011
url http://irep.iium.edu.my/26707/
http://irep.iium.edu.my/26707/1/2011-Human_CSFs_paper.pdf
first_indexed 2023-09-18T20:39:45Z
last_indexed 2023-09-18T20:39:45Z
_version_ 1777409285707268096

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