SNDT WOMEN'S UNIVERSITY

BMK Knowledge Resource Centre

Vithaldas Vidyavihar, Juhu Tara Road,
Santacruz (West) Mumbai - 400049

Investigating the Strategic Interactions Among Gartner’s Eight Building Blocks of Successful Customer Relationship Management (Record no. 131292)

MARC details
000 -LEADER
fixed length control field 02837nam a2200145 4500
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 250305b |||||||| |||| 00| 0 eng d
100 ## - MAIN ENTRY--PERSONAL NAME
Personal name Subhasish Das
245 ## - TITLE STATEMENT
Title Investigating the Strategic Interactions Among Gartner’s Eight Building Blocks of Successful Customer Relationship Management
300 ## - PHYSICAL DESCRIPTION
Extent P.8-25
520 ## - SUMMARY, ETC.
Summary, etc. biblio.abstract Purpose : The present study intended to validate Gartner’s competency model (2001) in a real-world business scenario and to explore the strategic interactions among Gartner’s eight building blocks of successful customer relationship management (CRM).<br/><br/>Methodology : Based on the theory of the CRM maturity model (CRM3), Gartner’s competency model, and the existing literature, the study identified the eight characteristics/building blocks, namely CRM vision, CRM strategy, CRM information, CRM technology, valued customer experience, organizational collaboration, CRM process, and CRM metrics. The survey method was used to collect the data through a well-validated questionnaire from the employees of the select organized retail stores located in Bhubaneswar, Odisha. The responses of 174 employees were considered for the analysis, and confirmatory factor analysis and structural equation modeling were used to analyze the interactions among the eight building blocks of CRM and to test the hypotheses.<br/><br/>Findings : The results indicated the mediation of CRM information, valued customer experience, CRM technology, and organizational collaboration between CRM vision, CRM strategy, and CRM metrics. It also comprehensively explained how to implement the competency model proposed by Gartner. The study concluded that CRM can be best implemented in four phases: in phase one, firms must set CRM vision and strategy; in phase two, CRM information and technology; in phase three, valued customer experience, process, and organizational collaboration; and finally, CRM metrics.<br/><br/>Implications : This study aimed to bridge the gap in the literature by analyzing the relationships between Gartner’s eight CRM components and providing an explanation of “how and why” they interact. Additionally, it provided professionals and managers with appropriate methodologies and frameworks for the successful deployment of CRM.<br/><br/>Originality : This study stands out since it is the first of its type to validate Gartner’s competency model in a real-world business environment. Additionally, it looked into how these elements interact with one another and offered the augmented CRM framework for effective implementation.<br/><br/>
654 ## - SUBJECT ADDED ENTRY--FACETED TOPICAL TERMS
Subject <a href="CRM vision">CRM vision</a>
-- <a href="CRM strategy">CRM strategy</a>
-- <a href=" valued customer experience"> valued customer experience</a>
-- <a href="CRM process">CRM process</a>
-- <a href="organizational collaboration">organizational collaboration</a>
700 ## - ADDED ENTRY--PERSONAL NAME
Personal name Amiya Kumar Mohapatra
773 0# - HOST ITEM ENTRY
Host Biblionumber 80314
Host Itemnumber 109710
Place, publisher, and date of publication India Associated Management Consultants
Title Indian Journal of Marketing
International Standard Serial Number 0973 8703
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Koha item type Journal Article
Holdings
Withdrawn status Lost status Source of classification or shelving scheme Damaged status Not for loan Location (home branch) Sublocation or collection (holding branch) Date acquired Koha issues (times borrowed) Piece designation (barcode) Koha date last seen Price effective from Koha item type
    Dewey Decimal Classification     SNDT Juhu SNDT Juhu 05/03/2025   JP153.1 05/03/2025 05/03/2025 Journal Article