A theoretical framework for measuring the success of customer relationship management outsourcing

Babita Gupta; Lakshmi S Iyer

doi:10.5555/954072.954083

A theoretical framework for measuring the success of customer relationship management outsourcing

Babita Gupta, Lakshmi S Iyer

College of Business

Research output: Chapter in Book/Report/Conference proceeding › Chapter

Abstract

Dramatic growth of e-commerce has increased the bargaining power of customers requiring changes in strategies for Customer Relationship Management (CRM) development and implementation on the part of firms. Success of CRM implementations is thus critical for firms to survive in the 21st century. Because of the complex technologies involved in CRM, companies are choosing to outsource to vendors that specialize in CRM. In this study, we propose a theoretical framework that examines the CRM outsourcing success. Based on prior literature, we propose that CRM outsourcing success is influenced by degree of CRM outsourcing, partnership quality between the outsourcing firm and the vendor, organizational factors of the outsourcing firm, and the service quality of the vendor.

Original language	American English
Title of host publication	Business strategies for information technology management
DOIs	https://doi.org/10.5555/954072.954083
State	Published - Jan 2003

Disciplines

Business
E-Commerce

Access to Document

10.5555/954072.954083License: Unspecified

Cite this

@inbook{f4e1e35fb3b74e64bb022715b5cf27be,

title = "A theoretical framework for measuring the success of customer relationship management outsourcing",

abstract = " Dramatic growth of e-commerce has increased the bargaining power of customers requiring changes in strategies for Customer Relationship Management (CRM) development and implementation on the part of firms. Success of CRM implementations is thus critical for firms to survive in the 21st century. Because of the complex technologies involved in CRM, companies are choosing to outsource to vendors that specialize in CRM. In this study, we propose a theoretical framework that examines the CRM outsourcing success. Based on prior literature, we propose that CRM outsourcing success is influenced by degree of CRM outsourcing, partnership quality between the outsourcing firm and the vendor, organizational factors of the outsourcing firm, and the service quality of the vendor.",

author = "Babita Gupta and Iyer, {Lakshmi S}",

note = "Dramatic growth of e-commerce has increased the bargaining power of customers requiring changes in strategies for Customer Relationship Management (CRM) development and implementation on the part of firms. Success of CRM implementations is thus critical for firms to survive in the 21st century.",

year = "2003",

month = jan,

doi = "10.5555/954072.954083",

language = "American English",

booktitle = "Business strategies for information technology management",

}

TY - CHAP

T1 - A theoretical framework for measuring the success of customer relationship management outsourcing

AU - Gupta, Babita

AU - Iyer, Lakshmi S

N1 - Dramatic growth of e-commerce has increased the bargaining power of customers requiring changes in strategies for Customer Relationship Management (CRM) development and implementation on the part of firms. Success of CRM implementations is thus critical for firms to survive in the 21st century.

PY - 2003/1

Y1 - 2003/1

N2 - Dramatic growth of e-commerce has increased the bargaining power of customers requiring changes in strategies for Customer Relationship Management (CRM) development and implementation on the part of firms. Success of CRM implementations is thus critical for firms to survive in the 21st century. Because of the complex technologies involved in CRM, companies are choosing to outsource to vendors that specialize in CRM. In this study, we propose a theoretical framework that examines the CRM outsourcing success. Based on prior literature, we propose that CRM outsourcing success is influenced by degree of CRM outsourcing, partnership quality between the outsourcing firm and the vendor, organizational factors of the outsourcing firm, and the service quality of the vendor.

AB - Dramatic growth of e-commerce has increased the bargaining power of customers requiring changes in strategies for Customer Relationship Management (CRM) development and implementation on the part of firms. Success of CRM implementations is thus critical for firms to survive in the 21st century. Because of the complex technologies involved in CRM, companies are choosing to outsource to vendors that specialize in CRM. In this study, we propose a theoretical framework that examines the CRM outsourcing success. Based on prior literature, we propose that CRM outsourcing success is influenced by degree of CRM outsourcing, partnership quality between the outsourcing firm and the vendor, organizational factors of the outsourcing firm, and the service quality of the vendor.

UR - https://dl.acm.org/doi/10.5555/954072.954083

U2 - 10.5555/954072.954083

DO - 10.5555/954072.954083

M3 - Chapter

BT - Business strategies for information technology management

ER -

A theoretical framework for measuring the success of customer relationship management outsourcing

Abstract

Disciplines

Access to Document

Other files and links

Cite this