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首页> 外文期刊>Technological forecasting and social change >Customer relationship management (CRM) and Innovation: A qualitative comparative analysis (QCA) in the search for improvements on the firm performance in winery sector
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Customer relationship management (CRM) and Innovation: A qualitative comparative analysis (QCA) in the search for improvements on the firm performance in winery sector

机译：客户关系管理（CRM）和创新：寻求改进酿酒厂企业绩效的定性比较分析（QCA）

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摘要

The main objective of modern Information Technology (IT) is to convert the transactional data derived from productive activity into business management information. It should, therefore, provide the Business Decision Makers (BDM) elaborate, meaningful and essential information for decision making. Customer Relationship Management (CRM) is one of the IT areas that has grown the most in interest and development during recent decades, due to the potential that CRM offers its users to have a global vision of their clients and to put them at the center of their business efforts. Given the potential that the CRM technological solution offers to successful companies in the business world, this study determined the necessary and sufficient conditions to obtain good firm performance (the outcome) when CRM is implemented and used in a company. For this purpose, the Qualitative Comparative Analysis (QCA) methodology was used. The empirical test was carried out in the sector of wine production and distribution in Spain.
机译：现代信息技术（IT）的主要目标是将源自生产活动的事务数据转换为业务管理信息。因此，应该提供商业决策者（BDM）详细说明，有意义，最重要的决策信息。客户关系管理（CRM）是近几十年来增长最兴趣和发展的IT领域之一，因为CRM为客户提供全球客户的全球愿景并将其放在中心他们的努力。鉴于CRM技术解决方案向商业世界的成功公司提供的潜力，这项研究确定了在公司实施并使用CRM时获得了良好的坚实绩效（结果）的必要和充分条件。为此目的，使用定性对比分析（QCA）方法。实证考试在西班牙葡萄酒生产和分布的部门进行。

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