Improving organisational responsiveness through CRM – the dynamics of strategy, information systems, and staff empowerment

Batista, Luciano; Meadows, Maureen; Dibb, Sally; Hinton, Matthew and Analogbei, Mathew (2013). Improving organisational responsiveness through CRM – the dynamics of strategy, information systems, and staff empowerment. In: British Academy of Management Conference Proceedings, 10-12 Sep 2013, Liverpool, UK, British Academy of Management.

Abstract

Successful organisations are characterised by how they change their organisational practices in response to the external environment. This paper considers how CRM supports this process, focusing on the dynamics of strategy, information systems and staff empowerment. We report the findings of an empirical study of CRM adoption by financial services firms in Brazil. The study shows that improved organisational responsiveness is enabled by a ‘strategy-technology-staff empowerment’ pathway, rather than by the common ‘strategy-technology’ initiative adopted by many firms.

Viewing alternatives

Item Actions

Export

You can export this page using these formats

About

• Item ORO ID
• 38445
• Item Type
• Conference or Workshop Item
• ISBN
• 0-9549608-6-6, 978-0-9549608-6-5
• Keywords
• customer relationship management; organisational responsiveness; financial services
• Academic Unit or School
• Faculty of Business and Law (FBL)
  Faculty of Business and Law (FBL) > Business > Department for Strategy and Marketing
  Faculty of Business and Law (FBL) > Business
  Faculty of Business and Law (FBL) > Business > Department for Public Leadership and Social Enterprise
• Research Group
• Innovation, Knowledge & Development research centre (IKD)
• Copyright Holders
• © 2013 Not known
• Related URLs
• • https://www.bam.ac.uk/sites/bam.ac.uk/fi...(Other)
• Depositing User
• Matthew Hinton