Loading...
CRM system implementation and firm performance: the role of consultant facilitation and user involvement
Suoniemi, Samppa Zablah, Alex Terho, Harri Olkkonen, Rami Straub, Detmar Makkonen, Hannu
Suoniemi, Samppa
Zablah, Alex
Terho, Harri
Olkkonen, Rami
Straub, Detmar
Makkonen, Hannu
Citations
Altmetric:
Genre
Journal article
Date
2022-01-11
Advisor
Committee member
Group
Department
Management Information Systems
Permanent link to this record
Collections
Research Projects
Organizational Units
Journal Issue
DOI
http://dx.doi.org/10.1108/jbim-08-2021-0380
Abstract
Purpose: The current research aims to answer the following question: To what extent and under what conditions does hiring consultants to implement a customer relationship management (CRM) system produce performance gains for companies? To answer this question, this research delves into the critical interdependent roles of CRM consultant resources (CR) and user involvement (UI) in overcoming CRM’s technological and organizational implementation challenges. Design/methodology/approach: A quantitative field study methodology was used to empirically test the research hypotheses. Cross-sectional data (N = 126) were collected from large client companies using CRM technology. Partial least squares-structural equation modeling was used to estimate the significance levels of the structural model. Findings: The findings indicate that the extent to which CRM consultants improve CRM system quality (SQ) and, ultimately, firm performance, largely depends on UI, which acts as the key facilitating mechanism to cope with application complexity (APP) and requirements uncertainty (REQ). Originality/value: This research probes into the largely unexplored interactions between CRM CR, UI, APP and REQ. Using these parameters, this model successfully predicts CRM SQ and firm performance.
Description
Citation
Suoniemi, S., Zablah, A., Terho, H., Olkkonen, R., Straub, D. and Makkonen, H. (2022), "CRM system implementation and firm performance: the role of consultant facilitation and user involvement", Journal of Business & Industrial Marketing, Vol. 37 No. 13, pp. 19-32. https://doi.org/10.1108/JBIM-08-2021-0380
Citation to related work
Emerald
Has part
Journal of Business & Industrial Marketing, Vol. 37, Iss. 13
ADA compliance
For Americans with Disabilities Act (ADA) accommodation, including help with reading this content, please contact scholarshare@temple.edu