...Pedro Ruivo; Tiago Oliveira; André Mestre Purpose The purpose of this paper is to develop and test a theoretical model to measure the impact of enterprise resource planning (ERP) and customer relationship management (CRM) systems and moderating relationships of system and process integration...

...Henry Lau; Dilupa Nakandala; Premaratne Samaranayake; Paul Shum Purpose – Strategic analysis of customer profitability for assessing market segmentation and reconfiguring customer relationship management (CRM) activities remains the key factor for achieving high return on CRM investment...

...Cristiane Drebes Pedron; Winnie Ng Picoto; Gurpreet Dhillon; Mário Caldeira Purpose – The purpose of this paper is to define objectives for Customer Relationship Management (CRM) system adoption. The objectives provide a theoretical basis for strategizing about CRM system adoption. The objectives...

... summarizes the study results and offers several policy suggestions. Korea Customer relationship management Electronic resources Information systems Information system adoption Bayesian multivariate probit ERP CRM e‐Buy Groupware The growth of the information and communications...