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What is Process Dimension

Chapter 11
Cases on Digital Strategies and Management Issues in Modern Organizations
Set of structured work activities that produce business results defined for customers and aiming to add value.
Published in Chapter:
The Adoption of a CRM Strategy Based on the Six-Dimensional Model: A Case Study
José Duarte Santos (Polytechnic Institute of Gaya, Portugal) and José Pita Castelo (Universidade de Vigo, Spain)
Copyright: © 2022 |Pages: 16
DOI: 10.4018/978-1-7998-1630-0.ch011
Abstract
If the definition of CRM is not consensual, the model for incorporating or analyzing the concept within an organization is also not. In this chapter, considering the ‘Six-Dimensional Model CRM Strategy', which integrates 65 critical success factors, the authors analyze how these manifest themselves in an organization. Thus, the case studied is presented and described following the six dimensions (CRM strategy formulation, relational marketing philosophy, best practices, organizational and human resources, CRM processes, CRM technology) and also synthesizes in a table how the company analyzed reacted to critical success factors.
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