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首页> 外文期刊>Journal of the Academy of Marketing Science >Offshore outsourcing of customer relationship management: conceptual model and propositions
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Offshore outsourcing of customer relationship management: conceptual model and propositions

机译：客户关系管理的离岸外包：概念模型和命题

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摘要

Customer relationship management (CRM) refers to a firm's activities for establishing and maintaining relationships with its customers. Outsourcing refers to a firm's contracting with another firm to perform activities that were erstwhile performed within the firm. The emergence of a low cost, high speed, global communication network and information processing network has enabled an increasing number of firms based in more industrialized market economies to outsource specific elements of their CRM to offshore vendors located in countries with significantly lower labor costs. Building on scholarly insights from multiple literature streams, we present a conceptual model delineating the antecedents and consequences of CRM offshore outsourcing intensity. We also provide a literature overview of the determinants of location choice decision for offshore outsourcing, an issue that is closely linked to the offshore outsourcing decision. The growing trend toward offshore outsourcing of CRM serves to highlight a number of issues that merit careful managerial consideration. In this context, we highlight supply-side versus demand-side effects of CRM offshore outsourcing, the economics of CRM offshore outsourcing versus CRM automation, CRM offshore outsourcing versus CRM offshoring, and the evolution of hierarchical CRM organ- izations toward market based CRM business systems, and other issues.
机译：客户关系管理（CRM）是指公司用于建立和维持与客户关系的活动。外包是指一家公司与另一家公司签订合同，以执行以前在该公司内部进行的活动。低成本，高速，全球通信网络和信息处理网络的出现，使越来越多的工业化市场经济国家的公司能够将其CRM的特定要素外包给位于劳动力成本明显较低的国家的离岸供应商。基于来自多个文献流的学术见解，我们提出了一个概念模型，描述了CRM离岸外包强度的前因和后果。我们还提供了有关离岸外包位置选择决策的决定因素的文献综述，该问题与离岸外包决策密切相关。 CRM离岸外包的增长趋势凸显了一些值得认真考虑管理的问题。在此背景下，我们重点介绍了CRM离岸外包的供方与需求侧影响，CRM离岸外包与CRM自动化的经济关系，CRM离岸外包与CRM离岸外包，以及分层CRM组织向基于市场的CRM业务的发展系统和其他问题。

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