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Results of CRM Adoption in Large Companies in Portugal

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Electronic Business and Marketing

Part of the book series: Studies in Computational Intelligence ((SCI,volume 484))

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Abstract

When a company implements a Customer Relationship Management system, there are several results that can be obtained as, for instance, the improvement of the information quality or the improvement of the customers’ services. This paper presents the findings of a study undertaken among a sample of Portuguese large enterprises, identifying and discussing the main results of the adoption of CRM systems. The findings of this study help the academe and professional community to better understand the CRM adoption in large companies.

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Author information

Authors and Affiliations

  1. University of Trás-os-Montes e Alto Douro, Vila Real, Portugal

    João Varajão

  2. Polytechnic Institute of Cávado and Ave, Braga, Portugal

    Maria Manuela Cruz-Cunha

  3. Mestrado em TIC, University of Trás-os-Montes e Alto Douro, Vila Real, Portugal

    Daniela Santana

Authors
  1. João Varajão
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  2. Maria Manuela Cruz-Cunha
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  3. Daniela Santana
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Editor information

Editors and Affiliations

  1. Technology, Advanced Institute of Industrial, Higashi-Oi 1-10-40, Tokyo, 140-0011, Japan

    Tokuro Matsuo

  2. Universidad Carlos III de Madrid, Av. Universidad 30, Leganés, 28911, Spain

    Ricardo Colomo-Palacios

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Varajão, J., Cruz-Cunha, M.M., Santana, D. (2013). Results of CRM Adoption in Large Companies in Portugal. In: Matsuo, T., Colomo-Palacios, R. (eds) Electronic Business and Marketing. Studies in Computational Intelligence, vol 484. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-37932-1_2

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  • DOI: https://doi.org/10.1007/978-3-642-37932-1_2

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-37931-4

  • Online ISBN: 978-3-642-37932-1

  • eBook Packages: EngineeringEngineering (R0)

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