Why build a customer relationship management capability?

Coltman, Tim

doi:10.1016/j.jsis.2007.05.001

Cited by 215 publications

(95 citation statements)

References 64 publications

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“…A cross-sectional survey targeting manufacturing firms in Nairobi, Kenya, was undertaken using explanatory research design, duly anchored on logical positivism philosophical foundation (Saunders et al, 2007;Coltman, 2007;Babbie & Benaquisto, 2009). The study's target population consisted of manufacturing firms operating in Nairobi County, Kenya.…”

Section: Methodsmentioning

confidence: 99%

Role of Dynamic Capabilities in the Performance of Manufacturing Firms in Nairobi County, Kenya

Nyachanchu

Chepkwony

Bonuke

2017

ESJ

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The advent of globalization has brought with it drastic changes to the operating landscape for firms in the manufacturing sector. The need for transformational changes so as sustain competitive advantage has been on the rise. Firms are expected to continuously re-engineer their business models and operations to catch up with the turbulent environment. Previous studies have investigated the contribution of manufacturing firms in economic growth. Some have concentrated on the preferred approaches that countries should take, whether protectionism or free market. However, empirical studies investigating direct impact of dynamic capabilities on manufacturing firms' performance have been minimal. The general objective of the study was to examine the influence of the three dimensions of dynamic capabilities (sensing capabilities, seizing capabilities and reconfiguration capabilities) on firm performance. The study was grounded on the Resource-Based View theory. An explanatory research design was used for the cross-sectional survey. Primary data was obtained from 271 out of 369 firms sampled from a population of 1,496 manufacturing firms in Nairobi County, Kenya, using a structured questionnaire instrument through drop and pick. The questionnaire was completed by the firms' CEOs. Reliability and validity tests were carried out on the research instruments and study measures. Hypotheses were tested using regression analysis results, namely: -sensing capabilities (B=0.215, P<0.01), seizing capabilities (B=0.194, P<0.01) and reconfiguration capabilities (B=0.182, P<0.001). These three variables combined, contributed 25.9% (R 2 =0.259) of the variance in firm performance. The study concluded that deployment of dynamic capabilities has significant influence on firm performance.

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Section: Methodsmentioning

confidence: 99%

Role of Dynamic Capabilities in the Performance of Manufacturing Firms in Nairobi County, Kenya

Nyachanchu

Chepkwony

Bonuke

2017

ESJ

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“…This suggests that renewing the IT resource base is a key mechanism through which firms ensure the execution of their business processes. For example, the IT demands of the customer relations process change regularly, requiring firms to invest in new customer relationship management (CRM) applications and to divest existing IT solutions that are not generating sufficient benefits (Coltman 2007;Goodhue et al 2002;Ray et al 2005). For instance, the Danish food ingredients conglomerate Danisco developed a modular CRM application suite in-house to support its growth-by-acquisition strategy and to allow it to more easily absorb fluctuations in customer demand (Yetton et al 2013).…”

Section: It Application Orchestration Capability and Agilitymentioning

confidence: 99%

The role of IT application orchestration capability in improving agility and performance

Queiroz

Tallon

Sharma

et al. 2018

The Journal of Strategic Information Systems

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184

127

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This paper investigates how IT application orchestration -a dynamic capability encapsulating a firm's ability to refresh its application portfolio through a process of building, buying, and retiring IT applications -impacts firm performance. We propose a conceptual model in which the effect of IT application orchestration on firm performance is mediated by process agility. We further propose that a firm's strategic orientation moderates the effect of IT application orchestration capability on process agility. Analysis of data from an international survey of IT executives supports our proposed hypotheses.This research contributes to the emergent literature on dynamic capabilities by proposing and testing a theory of how IT application orchestration capability affects agility and firm performance.

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“…O termo CRM tornou-se algo usado em muitas iniciativas organizacionais com os clientes; no entanto, quando é mal compreendido, aplicado e gerenciado, não traz os resultados esperados (PAYNE, 2006). O CRM deve ser direcionado de forma proativa para criação de um valor para o cliente que as empresas concorrentes não consigam atender (COLTMAN, 2007).…”

Section: Customer Relationship Managementunclassified

A utilização do Customer Relationship Management como estratégia para melhorar a capacidade de inovação organizacional

Silva

Pedron

2017

Desenv

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Resumo: O Customer Relationship Management (CRM) é uma importante iniciativa organizacional que pode melhorar a capacidade de inovação das empresas. Isso é possível porque o CRM fornece às empresas informações sobre seus clientes e ainda lhes permite participar ativamente nos processos internos da empresa que visam ao desenvolvimento de inovações. O objetivo deste artigo é identifi car como a utilização do CRM pode infl uenciar na capacidade de inovação da empresa. Este estudo possui uma abordagem qualitativa, tendo como método a revisão sistemática da literatura realizada nas bases de dados Web of Science e Scopus. Após a análise dos artigos selecionados, identifi cou-se que a utilização do CRM pode fornecer à empresa uma maior capacidade para inovar em cinco aspectos diferentes: inovação de produto, inovação de serviço, inovação de marketing, inovação de processo e inovações administrativas. Como contribuições, este artigo aponta oportunidades de estudo sobre os benefícios da utilização do CRM em relação à capacidade de inovação que as empresas podem alcançar. As implicações gerenciais se consolidam ao fornecer uma melhor visão para as empresas do potencial inovador que elas têm ao escolherem essa iniciativa organizacional chamada CRM.Palavras-chave: CRM; Capacidade de Inovação; Inovação. The use of Customer Relationship Management as a strategy to improve organizational innovation capabilityAbstract: The Customer Relationship Management (CRM) is an important organizational initiative to improve innovation capability of companies. This is possible because CRM provides companies with information about their customers and it still allows them to actively participate in the internal processes of the company that aims at the development of innovations. The purpose of this paper is to identify how the use of CRM can infl uence the innovation capability of the company. This study has a qualitative approach using systematic review of the literature as a method, performed in the Web of Science and Scopus databases. After analyzing the selected articles, it was identifi ed that the use of CRM can provide the company with a greater capability to innovate in fi ve diff erent aspects: product innovation, service innovation, marketing innovation, process innovation and administrative innovations. As contributions, this article points out study opportunities about the benefi ts of using CRM in relation to the innovation capability that companies can achieve. The managerial implications are consolidated by providing a better vision for companies of the innovative potential that they have in choosing this organizational initiative called CRM. Este artigo está organizado em cinco partes. Após esta introdução, a fundamentação teórica explora os conceitos de CRM e de Capacidade de Inovação. Em seguida, a metodologia apresenta o método para realização da revisão sistemática da literatura e o protocolo para seleção dos artigos analisados. Nos resultados, são abordadas as principais descobertas sobre a infl uência da adoção do CRM ...

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Why build a customer relationship management capability?

Cited by 215 publications

References 64 publications

Role of Dynamic Capabilities in the Performance of Manufacturing Firms in Nairobi County, Kenya

Role of Dynamic Capabilities in the Performance of Manufacturing Firms in Nairobi County, Kenya

The role of IT application orchestration capability in improving agility and performance

A utilização do Customer Relationship Management como estratégia para melhorar a capacidade de inovação organizacional

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