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Data analyses involving 208 business customers of an international CRM software provider show that (1) successful management of the implementation project is a fundamental prerequisite for the firm to take full advantage of CRM software; (2) perceptions of tangible offers, reliability, responsiveness, assurance, empathy, and training services provided by CRM consultants affect CRM success; and (3) the successful management of an implementation project mediates the effects of consulting service quality on successful CRM software adoption. These findings point to the relevance of service in the CRM software industry from the perspectives of both the professionals involved and the potential adopters of CRM software.<\/jats:p>","DOI":"10.1142\/s0219622017500067","type":"journal-article","created":{"date-parts":[[2016,12,22]],"date-time":"2016-12-22T09:05:44Z","timestamp":1482397544000},"page":"421-441","source":"Crossref","is-referenced-by-count":8,"title":["CRM Technology: Implementation Project and Consulting Services as Determinants of Success"],"prefix":"10.1142","volume":"16","author":[{"given":"\u00d3scar","family":"Gonz\u00e1lez-Benito","sequence":"first","affiliation":[{"name":"Multidisciplinary Institute for Enterprise (IME), University of Salamanca, Campus Miguel de Unamuno, Universidad de Salamanca, 37007 Salamanca, Spain"}]},{"given":"Wander Trindade","family":"Venturini","sequence":"additional","affiliation":[{"name":"Multidisciplinary Institute for Enterprise (IME), University of Salamanca, Campus Miguel de Unamuno, Universidad de Salamanca, 37007 Salamanca, Spain"}]},{"given":"Javier","family":"Gonz\u00e1lez-Benito","sequence":"additional","affiliation":[{"name":"Multidisciplinary Institute for Enterprise (IME), University of Salamanca, Campus Miguel de Unamuno, Universidad de Salamanca, 37007 Salamanca, Spain"}]}],"member":"219","published-online":{"date-parts":[[2017,3,9]]},"reference":[{"key":"S0219622017500067BIB001","volume-title":"AMR Research Custom Executive Summary in Collaboration with Model N","author":"AMR Research","year":"2010"},{"key":"S0219622017500067BIB003","doi-asserted-by":"publisher","DOI":"10.1057\/jit.2015.18"},{"key":"S0219622017500067BIB004","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.2005.69.4.155"},{"key":"S0219622017500067BIB005","doi-asserted-by":"publisher","DOI":"10.1509\/jmkr.41.3.293.35991"},{"key":"S0219622017500067BIB006","doi-asserted-by":"publisher","DOI":"10.1016\/j.indmarman.2006.08.005"},{"key":"S0219622017500067BIB007","doi-asserted-by":"publisher","DOI":"10.1362\/026725706776022272"},{"issue":"2","key":"S0219622017500067BIB008","first-page":"101","volume":"80","author":"Rigby D. 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