What question did this study set out to answer?

The research aims to evaluate how CRM applications influence customer knowledge and satisfaction.

September 16, 2005Journal of Marketing

Why Do Customer Relationship Management Applications Affect Customer Satisfaction?

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The research aims to evaluate how CRM applications influence customer knowledge and satisfaction.
Analysis of archival data from a cross-section of U.S. firms.
Evaluation of the relationship between CRM usage, customer knowledge, and satisfaction.
Assessment of information sharing with supply chain partners.
CRM applications are positively associated with increased customer knowledge and satisfaction.
The enhancement in customer knowledge is significant when firms share information with supply chain partners.

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Implication

This research evaluates the effects of CRM applications on customer satisfaction in U.S. firms, suggesting improved knowledge and satisfaction outcomes.

Cite This Study

Mithas et al. (2005) studied this question.

synapsesocial.com/papers/69e474924ffd78e822a46f3c https://doi.org/10.1509/jmkg.2005.69.4.201

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Implication

This research evaluates the effects of CRM applications on customer satisfaction in U.S. firms, suggesting improved knowledge and satisfaction outcomes.

Why Do Customer Relationship Management Applications Affect Customer Satisfaction?

Key Points

Discussion

Implication

Cite This Study

Why Do Customer Relationship Management Applications Affect Customer Satisfaction?

Key Points

Discussion

Implication

Cite This Study

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Also Consider