The critical success factors for customer relationship management implementation: A systematic literature review

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22 Citations (Scopus)

Abstract

The implementation of customer relationship management (CRM) is one of the most common strategies applied by companies to enhance customer relationship and highly related to technology. In fact, it is not easy to successfully implement this strategy because it requires a huge investment and is influenced by other critical factors. This research aims to synthesise critical success factors (CSFs) from CRM implementation using a systematic literature review approach to papers published in 2001-2014. According to the findings towards 53 relevant papers, technology selection and adaptation (technological readiness) are the most dominant factors. Furthermore, the synthesis finding also shows CSF research shifting to social media, and turns out as the difference between CRM and social CRM implementation.

Original languageEnglish
Pages (from-to)131-174
Number of pages44
JournalInternational Journal of Business Information Systems
Volume23
Issue number2
DOIs
Publication statusPublished - 1 Jan 2016

Keywords

  • Critical success factors
  • CRM
  • CSFs
  • Customer relationship management
  • SLR
  • Social CRM
  • Social customer relationship management
  • Social media
  • Systematic literature review

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