Results of CRM Adoption in Large Companies in Portugal

  • João Varajão
  • Maria Manuela Cruz-Cunha
  • Daniela Santana
Chapter
Part of the Studies in Computational Intelligence book series (SCI, volume 484)

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.

Keywords

Customer Relationship Management CRM Results adoption large companies survey 
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Copyright information

© Springer-Verlag Berlin Heidelberg 2013

Authors and Affiliations

  • João Varajão
    • 1
  • Maria Manuela Cruz-Cunha
    • 2
  • Daniela Santana
    • 3
  1. 1.University of Trás-os-Montes e Alto DouroVila RealPortugal
  2. 2.Polytechnic Institute of Cávado and AveBragaPortugal
  3. 3.Mestrado em TICUniversity of Trás-os-Montes e Alto DouroVila RealPortugal

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