{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,9,29]],"date-time":"2025-09-29T15:37:08Z","timestamp":1759160228988,"version":"3.41.2"},"reference-count":30,"publisher":"Emerald","issue":"3","license":[{"start":{"date-parts":[[2016,4,11]],"date-time":"2016-04-11T00:00:00Z","timestamp":1460332800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2016,4,11]]},"abstract":"<jats:sec>\n               <jats:title content-type=\"abstract-heading\">Purpose<\/jats:title>\n               <jats:p> \u2013 The purpose of this paper is to define objectives for Customer Relationship Management (CRM) system adoption. The objectives provide a theoretical basis for strategizing about CRM system adoption. The objectives also provide managers to clearly direct CRM system adoption, thus ensuring a highly successful outcome. <\/jats:p>\n            <\/jats:sec>\n            <jats:sec>\n               <jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title>\n               <jats:p> \u2013 The authors conducted a sequential multi-method research in Europe. The initial qualitative phase constituted 62 in-depth interviews. Using Keeney\u2019s (1992) value-focused thinking approach, the authors defined 102 CRM system adoption objectives. Quantitative purification techniques, using a sample of 210 organisations, a more parsimonious set of objectives were developed. The complete set of objectives were classified into fundamental and means objectives. <\/jats:p>\n            <\/jats:sec>\n            <jats:sec>\n               <jats:title content-type=\"abstract-heading\">Findings<\/jats:title>\n               <jats:p> \u2013 Results present three fundamental and three means objectives. These objectives allow for successful CRM system adoption. The three fundamental objectives are: maximise CRM organisational culture; ensure an effective relationship with CRM providers; and minimise CRM project risks. The three means objectives are: maximise CRM usage, maximise relational marketing capabilities, maximise CRM orientation. <\/jats:p>\n            <\/jats:sec>\n            <jats:sec>\n               <jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title>\n               <jats:p> \u2013 This study provides strategic objectives that can be used by companies to plan adoption of a CRM system. Hence the fundamental and means objectives take the form a strategic planning template. <\/jats:p>\n            <\/jats:sec>\n            <jats:sec>\n               <jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title>\n               <jats:p> \u2013 Although technology adoption has been well researched and has also been extended to address CRM systems, the focus has largely been behavioural. The strategic objectives for CRM system adoption, presented in this paper, are novel. Objectives enable decision making and resource planning. The combination of fundamental and means objectives provide a theoretical basis for ensuring successful CRM system adoption.<\/jats:p>\n            <\/jats:sec>","DOI":"10.1108\/imds-01-2015-0018","type":"journal-article","created":{"date-parts":[[2016,3,31]],"date-time":"2016-03-31T05:00:05Z","timestamp":1459400405000},"page":"526-545","source":"Crossref","is-referenced-by-count":14,"title":["Value-focused objectives for CRM system adoption"],"prefix":"10.1108","volume":"116","author":[{"given":"Cristiane Drebes","family":"Pedron","sequence":"first","affiliation":[]},{"given":"Winnie Ng","family":"Picoto","sequence":"additional","affiliation":[]},{"given":"Gurpreet","family":"Dhillon","sequence":"additional","affiliation":[]},{"given":"M\u00e1rio","family":"Caldeira","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2020121700314881200_b1","doi-asserted-by":"crossref","unstructured":"Chalmeta, R.\n                (2006), \u201cMethodology for customer relationship management\u201d, \n                  Journal of Systems and Software\n               , Vol. 79 No. 7, pp. 1015-1024.","DOI":"10.1016\/j.jss.2005.10.018"},{"key":"key2020121700314881200_b2","doi-asserted-by":"crossref","unstructured":"Chen, Q.\n                and \n                  Chen, H.\n                (2004), \u201cExploring the success factors of eCRM strategies in practice\u201d, \n                  Journal of Database Marketing and Customer Strategy Management\n               , Vol. 11 No. 4, pp. 333-343.","DOI":"10.1057\/palgrave.dbm.3240232"},{"key":"key2020121700314881200_b3","doi-asserted-by":"crossref","unstructured":"Churchill, G. 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