OPERATIONS MANAGEMENT POLICIES AND PRACTICES AS FACTORS IN ADOPTING CUSTOMER RELATIONS MANAGEMENT (CRM) SOFTWARE: AN EMPIRICAL STUDY

摘要

We examine the influences of operations management (OM) customer focus policies and practices on ERP reasons for adoption of software and vendor selection of customer relations management (CRM) systems. An empirical study utilizing structural equation modeling is used to determine if an OM customer focus affects the adoption of CRM.