{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,10,20]],"date-time":"2026-10-20T15:48:58Z","timestamp":1792511338203,"version":"4.5.0"},"reference-count":84,"publisher":"Informa UK Limited","issue":"1","license":[{"start":{"date-parts":[[2006,12,1]],"date-time":"2006-12-01T00:00:00Z","timestamp":1164931200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/doi.org\/10.1080\/policies-text-data-mining"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Journal of Personal Selling &amp; Sales Management"],"published-print":{"date-parts":[[2006,12,1]]},"DOI":"10.2753\/pss0885-3134260104","type":"journal-article","created":{"date-parts":[[2006,8,9]],"date-time":"2006-08-09T14:46:29Z","timestamp":1155134789000},"page":"39-53","source":"Crossref","is-referenced-by-count":93,"title":["Leveraging CRM for Sales: The Role of Organizational Capabilities in Successful CRM Implementation"],"prefix":"10.1080","volume":"26","author":[{"given":"Pushkala","family":"Raman","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"C. Michael","family":"Wittmann","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Nancy A.","family":"Rauseo","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"301","published-online":{"date-parts":[[2013,9,23]]},"reference":[{"key":"e_1_2_1_2_1","doi-asserted-by":"publisher","DOI":"10.1177\/00222429990634s114"},{"key":"e_1_2_1_3_1","doi-asserted-by":"publisher","DOI":"10.1080\/08853134.2004.10749039"},{"key":"e_1_2_1_4_1","unstructured":"Argyris Chris and Donald Schon (1978) Organizational Learning Reading MA: Addison-Wesley."},{"key":"e_1_2_1_5_1","doi-asserted-by":"publisher","DOI":"10.1177\/0092070399274002"},{"key":"e_1_2_1_6_1","doi-asserted-by":"publisher","DOI":"10.1177\/014920639101700108"},{"key":"e_1_2_1_7_1","doi-asserted-by":"publisher","DOI":"10.1504\/IJTM.1997.001704"},{"key":"e_1_2_1_8_1","unstructured":"Berger Melanie (1996) \u201cThe Missing Link \u201d Sales & Marketing Management 148 12 (December) 18\u201324."},{"key":"e_1_2_1_9_1","unstructured":"Berry Leonard L. Charles Futrell and Michael Bowers (1983) \u201cThe State of Personal Selling in Retail Banking \u201d Journal of Retail Banking 5 (3) 1\u20137."},{"key":"e_1_2_1_10_1","doi-asserted-by":"publisher","DOI":"10.1080\/0954412988505"},{"key":"e_1_2_1_11_1","doi-asserted-by":"publisher","DOI":"10.1177\/0092070398263005"},{"key":"e_1_2_1_12_1","doi-asserted-by":"publisher","DOI":"10.2307\/256406"},{"key":"e_1_2_1_13_1","doi-asserted-by":"publisher","DOI":"10.1177\/002224299405800404"},{"key":"e_1_2_1_14_1","unstructured":"Day George (2000) \u201cCapabilities for Forging Customer Relationships \u201d Report No. 00\u2013118 Marketing Science Institute Cambridge MA."},{"key":"e_1_2_1_15_1","unstructured":"Day George (2003) \u201cCreating a Superior Customer-Relating Capability \u201d MIT Sloan Management Review 44 (3) 77\u201383."},{"key":"e_1_2_1_16_1","doi-asserted-by":"publisher","DOI":"10.2307\/41166030"},{"key":"e_1_2_1_17_1","doi-asserted-by":"publisher","DOI":"10.1177\/002224298805200201"},{"key":"e_1_2_1_18_1","doi-asserted-by":"publisher","DOI":"10.1177\/1069031X9900700407"},{"key":"e_1_2_1_19_1","unstructured":"Dickie Jim (2004) \u201cThe Next CRM Evolution \u201d Customer Relationship Management 8 (8) 24."},{"key":"e_1_2_1_20_1","unstructured":"Dickie Jim (2005) \u201cDoes CRM = Sales Effectiveness or Sales Ineffectiveness?\u201d ITToolbox Scottsdale AZ August 4 (available at crm.ittoolbox.com\/documents\/document.asp?i=3604)."},{"key":"e_1_2_1_21_1","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.35.12.1504"},{"key":"e_1_2_1_22_1","doi-asserted-by":"publisher","DOI":"10.1002\/hrdq.3920030105"},{"key":"e_1_2_1_23_1","doi-asserted-by":"publisher","DOI":"10.1016\/0024-6301(95)00031-D"},{"key":"e_1_2_1_24_1","doi-asserted-by":"publisher","DOI":"10.1177\/002224299606000407"},{"key":"e_1_2_1_25_1","unstructured":"Dutta Soumitra (2000) \u201cSuccess in Internet Time \u201d Working Paper INSEAD Fontainebleau France."},{"key":"e_1_2_1_26_1","unstructured":"eMarketer (2005). \u201cA Rebound for CRM Software \u201d New York July 28 (available at www.emarketer.com\/Article .aspx?1003508)."},{"key":"e_1_2_1_27_1","doi-asserted-by":"publisher","DOI":"10.1080\/08853134.2001.10754267"},{"key":"e_1_2_1_28_1","unstructured":"Flanagan Patrick (1995) \u201cGetting the Paper Out of the Marketing & Sales Pipeline \u201d Management Review 84 (7) 53\u201356."},{"key":"e_1_2_1_29_1","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.66.4.102.18517"},{"key":"e_1_2_1_30_1","unstructured":"Gallagher Carol (2004) \u201cA STARR Is Born \u201d Sales & Marketing Management 156 (12) 56."},{"key":"e_1_2_1_31_1","doi-asserted-by":"publisher","DOI":"10.1177\/002224299405800201"},{"key":"e_1_2_1_32_1","doi-asserted-by":"publisher","DOI":"10.1016\/S0263-2373(97)00036-4"},{"key":"e_1_2_1_33_1","doi-asserted-by":"publisher","DOI":"10.2307\/249689"},{"key":"e_1_2_1_34_1","doi-asserted-by":"publisher","DOI":"10.1016\/0148-2963(90)90037-E"},{"key":"e_1_2_1_35_1","unstructured":"Hammer Michael and Steven Stanton (1999) \u201cHow Process Enterprises Really Work \u201d Harvard Business Review 77 (6) 108\u2013118."},{"key":"e_1_2_1_36_1","doi-asserted-by":"publisher","DOI":"10.1111\/j.1540-5915.1998.tb01349.x"},{"key":"e_1_2_1_37_1","doi-asserted-by":"publisher","DOI":"10.1080\/0267257X.1997.9964484"},{"key":"e_1_2_1_38_1","unstructured":"Hunt Shelby D. (2000) A General Theory of Competition Thousand Oaks CA: Sage."},{"key":"e_1_2_1_39_1","doi-asserted-by":"publisher","DOI":"10.1080\/10696679.2003.11501928"},{"key":"e_1_2_1_40_1","doi-asserted-by":"publisher","DOI":"10.1108\/08858620410516709"},{"key":"e_1_2_1_41_1","doi-asserted-by":"publisher","DOI":"10.1111\/1468-2370.00029"},{"key":"e_1_2_1_42_1","doi-asserted-by":"publisher","DOI":"10.1177\/002224299505900201"},{"key":"e_1_2_1_43_1","doi-asserted-by":"publisher","DOI":"10.1300\/J366v01n01_03"},{"key":"e_1_2_1_44_1","doi-asserted-by":"publisher","DOI":"10.1177\/002224299806200303"},{"key":"e_1_2_1_45_1","unstructured":"Keen Peter and Mark McDonald (2000) The eProcess Edge: Creating Customer Value and Business Wealth in the Internet Era. Hightstown NJ: McGraw-Hill."},{"key":"e_1_2_1_46_1","doi-asserted-by":"publisher","DOI":"10.1177\/0092070300282005"},{"key":"e_1_2_1_47_1","doi-asserted-by":"publisher","DOI":"10.1177\/002224298905300204"},{"key":"e_1_2_1_48_1","unstructured":"McCormack Kevin (1999) \u201cThe Development of a Measure of Business Process Orientation and Its Link to the Interdepartmental Dynamics Construct of Market Orientation \u201d Ph.D. dissertation Nova Southeastern University Fort Lauderdale\u2013 Davie FL."},{"key":"e_1_2_1_49_1","doi-asserted-by":"publisher","DOI":"10.4018\/irmj.1998070102"},{"key":"e_1_2_1_50_1","doi-asserted-by":"publisher","DOI":"10.1177\/002224299205600405"},{"key":"e_1_2_1_51_1","doi-asserted-by":"publisher","DOI":"10.1108\/eb028874"},{"key":"e_1_2_1_52_1","doi-asserted-by":"publisher","DOI":"10.1080\/08853134.1994.10753973"},{"key":"e_1_2_1_53_1","doi-asserted-by":"publisher","DOI":"10.2307\/3151984"},{"key":"e_1_2_1_54_1","doi-asserted-by":"publisher","DOI":"10.1177\/002224299405800302"},{"key":"e_1_2_1_55_1","doi-asserted-by":"publisher","DOI":"10.1016\/S0148-2963(98)00035-6"},{"key":"e_1_2_1_56_1","unstructured":"Moriarty Rowland T. and Gordon S. Swartz (1988) \u201cAutomation to Boost Sales and Marketing \u201d Harvard Business Review 67 (1) 100\u2013108."},{"key":"e_1_2_1_57_1","doi-asserted-by":"publisher","DOI":"10.1080\/07421222.1998.11518202"},{"key":"e_1_2_1_58_1","doi-asserted-by":"publisher","DOI":"10.1080\/08853134.2004.10749033"},{"key":"e_1_2_1_59_1","doi-asserted-by":"crossref","unstructured":"Pentland Brian T. (1989) \u201cUse and Productivity in Personal Computers: An Empirical Test \u201d in Proceedings of the Tenth International Conference on Information Systems J.I. DeGross J.C. Henderson and B.R. Konsynski eds. New York: ACM Press 211\u2013222.","DOI":"10.1145\/75034.75053"},{"key":"e_1_2_1_60_1","unstructured":"Peppers Don and Martha Rogers (1999) \u201cGrowing Revenues with Cross-Selling \u201d Sales & Marketing Management 151 (6) 24."},{"key":"e_1_2_1_61_1","unstructured":"Picarille Lisa (2004) \u201cSocial Networking Is the Newest Link in the CRM Chain \u201d Customer Relationship Management 8 (2) 21."},{"key":"e_1_2_1_62_1","doi-asserted-by":"publisher","DOI":"10.2307\/258107"},{"key":"e_1_2_1_63_1","doi-asserted-by":"publisher","DOI":"10.1080\/08853134.1999.10754172"},{"key":"e_1_2_1_64_1","unstructured":"Sanchez Ron Aim\u00e9 Heene and Howard Thomas (1996) Dynamics of Competence-Based Competition New York: Elsevier Science."},{"key":"e_1_2_1_65_1","unstructured":"Sederman Robert (2004) \u201cDeconstructing the Sales Force Stalemate \u201d Pharmaceutical Executive (May 6) 6\u201312."},{"key":"e_1_2_1_66_1","unstructured":"Senge Peter (1990) The Fifth Discipline New York: Bantam Doubleday Dell."},{"key":"e_1_2_1_67_1","doi-asserted-by":"publisher","DOI":"10.1108\/07363769210035215"},{"key":"e_1_2_1_68_1","doi-asserted-by":"publisher","DOI":"10.1177\/002224299405800103"},{"key":"e_1_2_1_69_1","doi-asserted-by":"publisher","DOI":"10.1177\/0092070397254003"},{"key":"e_1_2_1_70_1","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.66.3.98.18510"},{"key":"e_1_2_1_71_1","unstructured":"Srinivasan Raji (2000) \u201cEssays on Technological Opportunism in Adoption of Radical Technologies by Firms \u201d Ph.D. dissertation Pennsylvania State University University Park."},{"key":"e_1_2_1_72_1","doi-asserted-by":"publisher","DOI":"10.1177\/00222429990634s116"},{"key":"e_1_2_1_73_1","unstructured":"Sue Patrick and Paul Morin (2001) \u201cA Strategic Framework for CRM \u201d CMC\u2013Insight Exec Bristol UK (available at www.insightexec.com\/cgi-bin\/library.cgi?action=detail& id=1385)."},{"key":"e_1_2_1_74_1","unstructured":"Swift Ronald S. (2001) Accelerating Customer Relationships Upper Saddle River NJ: Prentice Hall."},{"key":"e_1_2_1_75_1","doi-asserted-by":"publisher","DOI":"10.1016\/S0019-8501(02)00176-1"},{"key":"e_1_2_1_76_1","unstructured":"Taschek John (2001) \u201cHow to Avoid a CRM Failure \u201d eWeek October 15 (available at www.eweek.com\/article2\/ 0 1759 1659795 00.asp)."},{"key":"e_1_2_1_77_1","doi-asserted-by":"publisher","DOI":"10.1002\/(SICI)1097-0266(199708)18:7<509::AID-SMJ882>3.0.CO;2-Z"},{"key":"e_1_2_1_78_1","unstructured":"Thompson Bob (2003) \u201cWhat Is CRM? CustomerThink Guide to Real CRM \u201d White Paper CRMGuru.com San Francisco (available at www.crmguru.com\/members\/papers\/ guide.pdf )."},{"key":"e_1_2_1_79_1","doi-asserted-by":"publisher","DOI":"10.1080\/07421222.1999.11518227"},{"key":"e_1_2_1_80_1","unstructured":"Tichy Noel and Eli Cohen (1998) \u201cThe Teaching Organization \u201d Training and Development 52 (7) 26\u201333."},{"key":"e_1_2_1_81_1","unstructured":"Tobin Daniel R. (1993) Re-Educating the Corporation: Foundations for the Learning Organization Essex Junction VT: Oliver Wight."},{"key":"e_1_2_1_82_1","unstructured":"Weinberger Joshua (2004) \u201cSecret of My Success \u201d Customer Relationship Management 8 (7) 58."},{"key":"e_1_2_1_83_1","doi-asserted-by":"publisher","DOI":"10.1362\/0267257022775918"},{"key":"e_1_2_1_84_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.indmarman.2004.01.006"},{"key":"e_1_2_1_85_1","doi-asserted-by":"publisher","DOI":"10.2307\/258805"}],"container-title":["Journal of Personal Selling &amp; Sales Management"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.tandfonline.com\/doi\/pdf\/10.2753\/PSS0885-3134260104","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.tandfonline.com\/doi\/pdf\/10.2753\/PSS0885-3134260104","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,10,20]],"date-time":"2026-10-20T15:18:30Z","timestamp":1792509510000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.tandfonline.com\/doi\/full\/10.2753\/PSS0885-3134260104"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2006,12,1]]},"references-count":84,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2006,12,1]]}},"alternative-id":["10.2753\/PSS0885-3134260104"],"URL":"https:\/\/doi.org\/10.2753\/pss0885-3134260104","relation":{},"ISSN":["0885-3134","1557-7813"],"issn-type":[{"value":"0885-3134","type":"print"},{"value":"1557-7813","type":"electronic"}],"subject":[],"published":{"date-parts":[[2006,12,1]]}}}