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CRM system implementation and firm performance : the role of consultant facilitation and user involvement

Suoniemi, Samppa; Zablah, Alex; Terho, Harri; Olkkonen, Rami; Straub, Detmar; Makkonen, Hannu (Emerald, 11.01.2022)
article

Purpose The current research aims to answer the following question: To what extent and under what conditions does hiring consultants to implement a customer relationship management (CRM) system produce performance gains ...