Answers are grounded in this paper and cite their sources.
(2009). Customer Relationship Management (CRM): An Approach for Transforming the ’Myth’ of CRM Success into Dual-Creation of Value. Journal of Information Technology Case and Application Research: Vol. 11, No. 3, pp. 1-8.
No takes yet. Share an insight, caveat, or question.
O’Reilly et al. (2009) studied this question.
Synapse has enriched 10 related papers. Consider them for comparative context: