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

Batista, L., Meadows, M., Dibb, S., Hinton, M. and Analogbei, M. (2013) Improving organisational responsiveness through CRM – the dynamics of strategy, information systems, and staff empowerment. In: British Academy of Management Conference Proceedings. Liverpool: British Academy of Management (BAM).

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Item Type:	Conference Proceedings
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.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of products > HF5415.5 Customer relations H Social Sciences > HD Industries. Land use. Labor > HD58.7 Organizational behavior, change and effectiveness. Corporate culture
Creators:	Batista, Luciano, Meadows, Maureen, Dibb, Sally, Hinton, Matthew and Analogbei, Mathew
Publisher:	British Academy of Management (BAM)
Faculties, Divisions and Institutes:	University Faculties, Divisions and Research Centres - OLD > Research Centre > Centre for Sustainable Business Practices Research Centres > Centre for Sustainable Business Practices University Faculties, Divisions and Research Centres - OLD > Faculty of Business & Law > Business Faculties > Faculty of Business & Law > International Strategy & Business
Date:	2013
Date Type:	Publication
Title of Book:	British Academy of Management Conference Proceedings
Event Title:	British Academy of Management Conference (BAM2013): Managing to Make a Difference
Event Dates:	10-12 September 2013
Place of Publication:	Liverpool
Event Location:	Liverpool
Event Type:	Conference
Language:	English
Media of Output:	Online
Status:	Published / Disseminated
Refereed:	Yes
Related URLs:	Conference Conference
URI:	http://nectar.northampton.ac.uk/id/eprint/8197

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