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

• 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/26707/1/2011-Human_CSFs_paper.pdf; http://irep.iium.edu.my/26707/

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...