Customer Relationship Management Survey - Status Quo and Future Challenges
Type
working paper
Date Issued
2005-01-01
Author(s)
Research Team
IWI4, C>K>P
Abstract
The main objective of this study is to identify the current status quo as well as future challenges of companies' CRM activities in the German-speaking area. Specifically, the topic ‘self-service CRM' is the focus of this study and therefore the object of investigation. To serve this purpose, 1.000 decision makers in the area of CRM located in Germany, Austria and Switzerland, were invited to participate in an online survey. Overall, 89 decision makers completed the online questionnaire which equates to a rate of return of approximately 9%. The results of the study are structured along the different levels of Business Engineering: Strategy, Processes, Systems and Change.
Language
English
Keywords
Customer Relationship Management (allgemein)
Change Management
Customer Knowledge Management
Knowledge Management (allgemein)
Self Service
HSG Classification
not classified
Refereed
No
Publisher
Institut für Wirtschaftsinformatik
Publisher place
Universität St. Gallen
Subject(s)
Division(s)
Eprints ID
65788