TY - JOUR U1 - Zeitschriftenartikel, wissenschaftlich - begutachtet (reviewed) A1 - Dalla Pozza, Ilaria A1 - Götz, Oliver A1 - Sahut, Jean Michel T1 - Implementation effects in the relationship between CRM and its performance JF - Journal of business research N2 - Customer relationship management (CRM) is one of the most frequently adopted management tools and has received much attention in the literature. From a company-wide perspective, CRM is viewed as a complex process requiring interventions in different company areas. Previous research has already highlighted the pitfalls and failures related to a partial and incomplete view of CRM. This study advances research on CRM by investigating the impact of the relative implementation time according to which interventions are implemented in different areas (customer management, CRM technology, organizational alignment, and CRM strategy) on CRM performance. The results of the empirical study reveal that compared to other critical CRM activities, a later implementation of organizational alignment activities has a negative impact on performance. Further, our results show that CRM implementations do not equally address the areas of customer acquisition, growth, and loyalty, since this clearly depends on company objectives and also on geographical differences. KW - customer relationship management KW - performances KW - organizational alignment KW - implementation time Y1 - 2018 SN - 0148-2963 SS - 0148-2963 U6 - https://doi.org/10.1016/j.jbusres.2018.02.004 DO - https://doi.org/10.1016/j.jbusres.2018.02.004 VL - 89 SP - 391 EP - 403 S1 - 13 PB - Elsevier CY - New York, NY ER -