Skip navigation

Classifying and selecting e-CRM applications: an analysis-based proposal

Classifying and selecting e-CRM applications: an analysis-based proposal

Adebanjo, Dotun ORCID: 0000-0003-4845-9411 (2003) Classifying and selecting e-CRM applications: an analysis-based proposal. Management Decision, 41 (6). pp. 570-577. ISSN 0025-1747 (doi:

[img] PDF
ecrmclassification(rev).doc - Accepted Version
Available under License Creative Commons Attribution No Derivatives.

Download (69kB)


The application of technology to customer relationship management (CRM) initiatives (e-CRM) is one of the fastest growing technological developments. However, there is sufficient evidence to show that many CRM initiatives do not achieve the desired result. One of the reasons for this is the lack of clarity that surrounds the classification and selection considerations of CRM applications. Identifies and discusses key factors that need to be considered when electronic CRM solutions are to be implemented. Among other findings, proposes perspectives from which e-CRM implementation may be viewed in addition to identifying three integration dimensions applicable to e-CRM solutions. Concludes that, while e-CRM applications could enhance the delivery of a CRM strategy, such applications should be chosen carefully to fit in with organisational culture, process and legacy IT systems. The financial and human resource cost as well as the amount of time required for implementation of a CRM application should also be key factors in the selection of e-CRM applications.

Item Type: Article
Additional Information: [1] Citation: Dotun Adebanjo, (2003) "Classifying and selecting e-CRM applications: an analysis-based proposal", Management Decision, Vol. 41 Iss: 6, pp.570 - 577. Link to final published version: [2] This article is (c) Emerald Group Publishing and permission has been granted for this version to appear here ( Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited.
Uncontrolled Keywords: computer software, consumer behaviour, Internet, relationship marketing
Subjects: H Social Sciences > HF Commerce
Faculty / School / Research Centre / Research Group: Faculty of Business > Department of Systems Management & Strategy
Related URLs:
Last Modified: 14 Oct 2016 09:25

Actions (login required)

View Item View Item


Downloads per month over past year

View more statistics