A conceptual model of customer relationship management alignment

• Main Authors: Mohamed, Norshidah, Abdul Karim, Nor Shahriza, Mahmud, Murni, Ahlan, Abdul Rahman, Hussein, Ramlah, Kaur, Jasber
• Format: Conference or Workshop Item
• Language: English
• Published: IADIS 2012
• Subjects: T58.5 Information technology
• Online Access: http://irep.iium.edu.my/25346/1/crm_iadis_mohamed_etal-FRGS.pdf; http://irep.iium.edu.my/25346/; http://www.is-conf.org/
• Institution: Universiti Islam Antarabangsa Malaysia

The paper proposes a conceptual model of customer relationship management (CRM) alignment. The research adopts the business-information system (IS) strategic alignment model, CRM process and technology perspectives and effectiveness of CRM as a basis. Based on a review of CRM, we propose CRM align...