Paper Info
Title
The effect of Customer Relationship Management systems on firm performance.
Abstract
•Using a sample of firms that implement CRM systems, we examine a collection of possible benefits for firms that choose to adopt these systems.•We find evidence of numerous operational benefits these systems provide for firms. Specifically, we find that following CRM system implementation firms show improvements in operational performance, operational efficiency, accounts receivable collectability, and earnings predictability.•These results are evidenced through increases in sales and operational cash flows, a reduction to the operating margin, a reduction of the allowance for doubtful accounts, more accurate management earnings forecasts, and improvements to other similar performance measures.
Year
DOI
Venue
2017
10.1016/j.accinf.2017.09.003
International Journal of Accounting Information Systems
Keywords
Field
DocType
Customer Relationship Management (CRM),Performance,Information technology
Earnings,Customer relationship management,Customer retention,Operating margin,Customer intelligence,Computer science,Knowledge management,Industrial organization,Operational efficiency,Marketing,Accounts receivable,Cash flow
Journal
Volume
ISSN
Citations 
27
1467-0895
0
PageRank 
References 
Authors
0.34
16
2
Name
Order
Citations
PageRank
Jacob Z. Haislip100.68
Vernon J. Richardson280246.05