The Effect of CRM Outsourcing on Shareholder Value: A Contingency Perspective

• Main Authors: Kartik, Kalaignanam, Kushwaha, Tarun, Steenkamp, Jan-Benedict E. M., TULI, Kapil R.
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2013
• Subjects: outsourcing; customer relationship management; shareholder value; resource based view; Management Information Systems; Marketing
• Online Access: https://ink.library.smu.edu.sg/lkcsb_research/3218; https://ink.library.smu.edu.sg/context/lkcsb_research/article/4217/viewcontent/EffectCRMOutsourcing_2012_MS_afv.pdf
• Institution: Singapore Management University

CRM refers to processes that involve interaction with end-users or customers. The increased emphasis on CRM today stems from changes in the business environment, availability of large amounts of data and advances in information technology.Outsourcing of customer relationship management (CRM) process...