Abstract
This paper proposes a framework for understanding the benefits of CRM systems. Analysis of multiple case studies is used to validate and extend the framework. The framework will provide practitioners with a means of defining objectives for CRM projects and for conducting post-implementation reviews. It will also provide academics with a systematic approach to exploring CRM system benefits.
Recommended Citation
Jayaganesh, Malini; Shanks, Graeme; and Carlsson, Sven, "A Framework for Understanding Customer Relationship Management System Benefits" (2004). ACIS 2004 Proceedings. 4.
https://aisel.aisnet.org/acis2004/4
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