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A Study on the CRM Developmental Stage Model

Title
A Study on the CRM Developmental Stage Model
Authors
Kim, Min SunKim, Jeong-heeKym, Hyogun
Ewha Authors
김효근
SCOPUS Author ID
김효근scopus
Issue Date
2010
Journal Title
INFORMATION-AN INTERNATIONAL INTERDISCIPLINARY JOURNAL
ISSN
1343-4500JCR Link
Citation
vol. 13, no. 1, pp. 79 - 97
Keywords
CRMDevelopmental Stage ModelDBMe-CRMERM
Publisher
INT INFORMATION INST
Indexed
SCOPUS WOS
Abstract
This study intends to devise the CRM Developmental Stage Model to examine which factors of each stage needs to be managed effectively to successfully materialize CRM. Four levels of developmental stages were identified based on the preceding researches. To diagnose these stages, benchmarks for each area were deduced, focusing on the organizational environment, strategies, and operational and analytical and collaborative activities. Based on 15 benchmarks and each of the stages, distinguishing factors were derived for each area. CRM Developmental Stage Model was devised from this foundation. To analyze the appropriateness and reasonableness of CRM Developmental Stage Model, reliability and factor analyses were conducted as well as a survey that targeted the Korean companies which introduced CRM so that the reliability and validity could be analyzed. CRM operation results were set as dependent variables to verify in terms of stages and benchmarks by utilizing correlation and multiple regression analyses.
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경영대학 > 경영학전공 > Journal papers
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