Integration of firms resource and capability to implement enterprise CRM: A case study of a retail bank in Korea

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This chronological in-depth case study describes that, although the integration of functional resources and capabilities including information resource, analytical capability, and operational capability might influence retention process, those are not sufficient to bring the desired performances of acquiring and expanding customer relationships. Find-Equity Bank (a pseudonym) in this case validates that employee satisfaction must be a prerequisite of successful relationship acquisition and expansion processes, both which require employees to have more customer orientation relatively. Thus, this study emphasizes the significance of tripartite resource and capability consisting of technology, process, and people for the successful implementation of an enterprise-wide CRM strategy. (c) 2009 Elsevier B.V. All rights reserved.
Publisher
Elsevier Science Bv
Issue Date
2010-01
Language
English
Article Type
Article
Keywords

CUSTOMER RELATIONSHIP MANAGEMENT; SUSTAINED COMPETITIVE ADVANTAGE; INFORMATION-TECHNOLOGY; PERFORMANCE; SERVICE; SYSTEMS; PERSPECTIVE; STRATEGY; MODEL; SATISFACTION

Citation

DECISION SUPPORT SYSTEMS, v.48, no.2, pp.313 - 322

ISSN
0167-9236
DOI
10.1016/j.dss.2009.07.006
URI
http://hdl.handle.net/10203/22032
Appears in Collection
MT-Journal Papers(저널논문)
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