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Customer Relationship Management Survey - Status Quo and Future Challenges

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abstract The main objective of this study is to identify the current status quo as well as future challenges of companies’ CRM activities in the German-speaking area. Specifically, the topic ‘self-service CRM’ is the focus of this study and therefore the object of investigation. To serve this purpose, 1.000 decision makers in the area of CRM located in Germany, Austria and Switzerland, were invited to participate in an online survey. Overall, 89 decision makers completed the online questionnaire which equates to a rate of return of approximately 9%. The results of the study are structured along the different levels of Business Engineering: Strategy, Processes, Systems and Change.
   
type working paper (English)
   
keywords Customer Relationship Management (allgemein), Change Management, Customer Knowledge Management, Knowledge Management (allgemein), Self Service
   
date of appearance 01-01-2005
publisher Institut für Wirtschaftsinformatik (Universität St. Gallen)
review not reviewed
   
citation Salomann, H., Dous, M., Kolbe, L., & Brenner, W. (2005). Customer Relationship Management Survey - Status Quo and Future Challenges. Universität St. Gallen: Institut für Wirtschaftsinformatik.