Improving organisational responsiveness through CRM – the dynamics of strategy, information systems, and staff empowerment

Luciano Batista, Maureen Meadows, Sally Dibb, Matthew Hinton, Mathew Analogbei

Research output: Contribution to Book/Report typesChapter

Abstract

Successful organisations are characterised by how they change their organisational practices in response to the external environment. This paper considers how CRM supports this process, focusing on the dynamics of strategy, information systems and staff empowerment. We report the findings of an empirical study of CRM adoption by financial services firms in Brazil. The study shows that improved organisational responsiveness is enabled by a ‘strategy-technology-staff empowerment’ pathway, rather than by the common ‘strategy-technology’ initiative adopted by many firms.
Original languageEnglish
Title of host publicationBritish Academy of Management Conference Proceedings
Place of PublicationLiverpool
PublisherBritish Academy of Management (BAM)
Publication statusPublished - 1 Jan 2013

Fingerprint

Staff
Technology strategy
Empowerment
Information systems strategy
Responsiveness
Empirical study
Organizational practices
Service firms
Financial services
External environment
Brazil
Pathway

Cite this

Batista, L., Meadows, M., Dibb, S., Hinton, M., & Analogbei, M. (2013). Improving organisational responsiveness through CRM – the dynamics of strategy, information systems, and staff empowerment. In British Academy of Management Conference Proceedings Liverpool: British Academy of Management (BAM).
Batista, Luciano ; Meadows, Maureen ; Dibb, Sally ; Hinton, Matthew ; Analogbei, Mathew. / Improving organisational responsiveness through CRM – the dynamics of strategy, information systems, and staff empowerment. British Academy of Management Conference Proceedings. Liverpool : British Academy of Management (BAM), 2013.
@inbook{e3ffcf1b5dee469384898801d50288fe,
title = "Improving organisational responsiveness through CRM – the dynamics of strategy, information systems, and staff empowerment",
abstract = "Successful organisations are characterised by how they change their organisational practices in response to the external environment. This paper considers how CRM supports this process, focusing on the dynamics of strategy, information systems and staff empowerment. We report the findings of an empirical study of CRM adoption by financial services firms in Brazil. The study shows that improved organisational responsiveness is enabled by a ‘strategy-technology-staff empowerment’ pathway, rather than by the common ‘strategy-technology’ initiative adopted by many firms.",
author = "Luciano Batista and Maureen Meadows and Sally Dibb and Matthew Hinton and Mathew Analogbei",
year = "2013",
month = "1",
day = "1",
language = "English",
booktitle = "British Academy of Management Conference Proceedings",
publisher = "British Academy of Management (BAM)",

}

Batista, L, Meadows, M, Dibb, S, Hinton, M & Analogbei, M 2013, Improving organisational responsiveness through CRM – the dynamics of strategy, information systems, and staff empowerment. in British Academy of Management Conference Proceedings. British Academy of Management (BAM), Liverpool.

Improving organisational responsiveness through CRM – the dynamics of strategy, information systems, and staff empowerment. / Batista, Luciano; Meadows, Maureen; Dibb, Sally; Hinton, Matthew; Analogbei, Mathew.

British Academy of Management Conference Proceedings. Liverpool : British Academy of Management (BAM), 2013.

Research output: Contribution to Book/Report typesChapter

TY - CHAP

T1 - Improving organisational responsiveness through CRM – the dynamics of strategy, information systems, and staff empowerment

AU - Batista, Luciano

AU - Meadows, Maureen

AU - Dibb, Sally

AU - Hinton, Matthew

AU - Analogbei, Mathew

PY - 2013/1/1

Y1 - 2013/1/1

N2 - Successful organisations are characterised by how they change their organisational practices in response to the external environment. This paper considers how CRM supports this process, focusing on the dynamics of strategy, information systems and staff empowerment. We report the findings of an empirical study of CRM adoption by financial services firms in Brazil. The study shows that improved organisational responsiveness is enabled by a ‘strategy-technology-staff empowerment’ pathway, rather than by the common ‘strategy-technology’ initiative adopted by many firms.

AB - Successful organisations are characterised by how they change their organisational practices in response to the external environment. This paper considers how CRM supports this process, focusing on the dynamics of strategy, information systems and staff empowerment. We report the findings of an empirical study of CRM adoption by financial services firms in Brazil. The study shows that improved organisational responsiveness is enabled by a ‘strategy-technology-staff empowerment’ pathway, rather than by the common ‘strategy-technology’ initiative adopted by many firms.

M3 - Chapter

BT - British Academy of Management Conference Proceedings

PB - British Academy of Management (BAM)

CY - Liverpool

ER -

Batista L, Meadows M, Dibb S, Hinton M, Analogbei M. Improving organisational responsiveness through CRM – the dynamics of strategy, information systems, and staff empowerment. In British Academy of Management Conference Proceedings. Liverpool: British Academy of Management (BAM). 2013