IDEAS home Printed from https://ideas.repec.org/a/fan/mcmcmc/vhtml10.3280-mc2013-001003.html
   My bibliography  Save this article

Intra- and inter-organizational effects of a CRM system implementation

Author

Listed:
  • Enrico Baraldi
  • Antonella La Rocca
  • Andrea Perna

Abstract

The purpose of this paper is to investigate the intra- and inter-organizational effects of introducing a Customer Relationship Management (CRM) system in a firm. Today, CRM appears to be a "buzzword" in the academic literature and it can be analysed under different and sometimes divergent perspectives. We define CRM as a technical device interacting with people who input data and information inside an IT system to obtain processed information in order to handle customer relationships. Empirically, we explore the implementation of a CRM system in an Italian company. Our findings suggest that the installation of a CRM system is not a linear process because of the problems that surface when the technology is embedded within an organization. We identify two main issues users face in employing the CRM system: 1) loss of independence, 2) the feeling of being controlled, with an accompanying mistrust of data inputs from other users in the same host organization.

Suggested Citation

  • Enrico Baraldi & Antonella La Rocca & Andrea Perna, 2013. "Intra- and inter-organizational effects of a CRM system implementation," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2013(1), pages 13-34.
    • Handle: RePEc:fan:mcmcmc:v:html10.3280/mc2013-001003
    as

    Download full text from publisher

    File URL: http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=48011&Tipo=ArticoloPDF
    Download Restriction: Single articles can be downloaded buying download credits, for info: https://www.francoangeli.it/DownloadCredit
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Enrico Baraldi, 2009. "USER-RELATED COMPLEXITY DIMENSIONS OF COMPLEX PRODUCTS AND SYSTEMS (CoPS): A CASE OF IMPLEMENTING AN ERP SYSTEM," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 13(01), pages 19-45.
    2. Baraldi, Enrico & Waluszewski, Alexandra, 2005. "Information technology at IKEA: an "open sesame" solution or just another type of facility?," Journal of Business Research, Elsevier, vol. 58(9), pages 1251-1260, September.
    3. Leonard-Barton, Dorothy, 1988. "Implementation as mutual adaptation of technology and organization," Research Policy, Elsevier, vol. 17(5), pages 251-267, October.
    4. Chang, Woojung & Park, Jeong Eun & Chaiy, Seoil, 2010. "How does CRM technology transform into organizational performance? A mediating role of marketing capability," Journal of Business Research, Elsevier, vol. 63(8), pages 849-855, August.
    5. Baraldi, Enrico & Gressetvold, Espen & Harrison, Debbie, 2012. "Resource interaction in inter-organizational networks: Foundations, comparison, and a research agenda," Journal of Business Research, Elsevier, vol. 65(2), pages 266-276.
    6. Verhoef, P.C. & Donkers, A.C.D., 2001. "Predicting Customer Potential Value: an application in the insurance industry," ERIM Report Series Research in Management ERS-2001-01-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Drummond, Conor & O'Toole, Thomas & McGrath, Helen, 2022. "Social Media resourcing of an entrepreneurial firm network: Collaborative mobilisation processes," Journal of Business Research, Elsevier, vol. 145(C), pages 171-187.
    2. Drummond, Conor & McGrath, Helen & O'Toole, Thomas, 2023. "Beyond the platform: Social media as a multi-faceted resource in value creation for entrepreneurial firms in a collaborative network," Journal of Business Research, Elsevier, vol. 158(C).
    3. Chitsaz, Ehsan & Liang, Dapeng & Khoshsoroor, Somayeh, 2017. "The impact of resource configuration on Iranian technology venture performance," Technological Forecasting and Social Change, Elsevier, vol. 122(C), pages 186-195.
    4. Sikandar Ali Qalati & Dragana Ostic & Gu Shuibin & Fan Mingyue, 2022. "A mediated–moderated model for social media adoption and small and medium‐sized enterprise performance in emerging countries," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 43(3), pages 846-861, April.
    5. Perez-Vega, Rodrigo & Hopkinson, Paul & Singhal, Aishwarya & Mariani, Marcello M., 2022. "From CRM to social CRM: A bibliometric review and research agenda for consumer research," Journal of Business Research, Elsevier, vol. 151(C), pages 1-16.
    6. Abbas Keramati & Fatemeh Shapouri, 2016. "Multidimensional appraisal of customer relationship management: integrating balanced scorecard and multi criteria decision making approaches," Information Systems and e-Business Management, Springer, vol. 14(2), pages 217-251, May.
    7. Antoniya Boykova, 2017. "Collaboration between Consumers and Companies in Generating Ideas for Product Development," International Conference on Marketing and Business Development Journal, The Bucharest University of Economic Studies, vol. 1(1), pages 74-82, July.
    8. Abdul Alem Mohammed & Basri B. Rashid & Shaharuddin B. Tahir, 2017. "Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry," Information Technology & Tourism, Springer, vol. 17(3), pages 335-361, September.
    9. Hussein A. Al-Homery & Azizah Ahmad & Hasbullah AsharaiS, 2019. "The Core Components and Types of CRM," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 7(1), pages :121-145, March.
    10. Per Engelseth & Remiguisz Kozlowski & Karolina Kamecka & Lukasz Gawinski & Richard Glavee-Geo, 2021. "Framing Sustainable Healthcare Services," IJERPH, MDPI, vol. 18(12), pages 1-15, June.
    11. Sze-Sze Wong, 2004. "Distal and Local Group Learning: Performance Trade-offs and Tensions," Organization Science, INFORMS, vol. 15(6), pages 645-656, December.
    12. Pérez, Carlos J. & Ponce, Carlos J., 2015. "Disruption costs, learning by doing, and technology adoption," International Journal of Industrial Organization, Elsevier, vol. 41(C), pages 64-75.
    13. Olsen, Per Ingvar & Prenkert, Frans & Hoholm, Thomas & Harrison, Debbie, 2014. "The dynamics of networked power in a concentrated business network," Journal of Business Research, Elsevier, vol. 67(12), pages 2579-2589.
    14. Frans Sengers & Bruno Turnheim & Frans Berkhout, 2021. "Beyond experiments: Embedding outcomes in climate governance," Environment and Planning C, , vol. 39(6), pages 1148-1171, September.
    15. Sora Lee & Jaewon Yoo, 2021. "Determinants of a Firm’s Sustainable Competitive Advantages: Focused on Korean Small Enterprises," Sustainability, MDPI, vol. 13(1), pages 1-16, January.
    16. Sharath Sasidharan & Radhika Santhanam & Daniel J. Brass & Vallabh Sambamurthy, 2012. "The Effects of Social Network Structure on Enterprise Systems Success: A Longitudinal Multilevel Analysis," Information Systems Research, INFORMS, vol. 23(3-part-1), pages 658-678, September.
    17. Marco Pierantonelli & Andrea Perna & Gian Luca Gregori, 2015. "Interaction between Firms in New Product Development," International Conference on Marketing and Business Development Journal, The Bucharest University of Economic Studies, vol. 1(1), pages 144-152, July.
    18. Chuang, Shu-Hui & Lin, Hong-Nan, 2013. "The roles of infrastructure capability and customer orientation in enhancing customer-information quality in CRM systems: Empirical evidence from Taiwan," International Journal of Information Management, Elsevier, vol. 33(2), pages 271-281.
    19. Arno de Caigny & Kristof Coussement & Koen de Bock, 2020. "Leveraging fine-grained transaction data for customer life event predictions," Post-Print hal-02507998, HAL.
    20. Daniela Corsaro & Isabella Maggioni & Mirko Olivieri, 2021. "Sales and marketing automation in the post-Covid-19 scenario: value drivers in B2B relationships," Italian Journal of Marketing, Springer, vol. 2021(4), pages 371-392, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:fan:mcmcmc:v:html10.3280/mc2013-001003. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Stefania Rosato (email available below). General contact details of provider: http://www.francoangeli.it/riviste/sommario.aspx?IDRivista=210 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.