CRM adoption can provide innumerable benefits to the SMEs performance, including
solving customer problems in a timely manner, enhancing customer satisfaction by …

The purpose of this study is to determine the impact of adopting a artificial intelligence-
embedded customer relationship management (CRM) system for business-to-business …

Despite the considerable benefits of CRM, there is a paucity of research considering CRM
adoption stages (evaluation, adoption, and routinization). Thus, we developed a conceptual …

The purpose of this article is to review the literature on customer relationship management
(CRM) to analyze the trends in CRM approaches, activities, tools, and implementation from …

Abstract Customer Relationship Management (CRM) is a very important growing business
practice in today's environment. It is used for managing the interaction between a company …

The growth of social media usage questions the old-style idea of customer relationship
management (CRM). Social CRM strategy is a novel version of CRM empowered by social …

Customer relationship management (CRM) technology has attracted significant attention
from researchers and practitioners as a facilitator of organizational performance. Even …

This study attempts to examine the impacts of the retail service quality dimension (that is,
Personal Interaction, Policy, Physical Aspects, Reliability and Problem Solving) and the …

Research on technology adoption in organizations traditionally assumes that these
organizations follow rational, strategic and planned adoption processes. However, a …

Customer relationship management (CRM) is one of the most frequently adopted
management tools and has received much attention in the literature. From a company-wide …