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The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. Yet recent articles in the business press have described CRM implementation failures, and consequent company reluctance to invest in CRM. The potential for substantially improved customer relationship management, coupled with the high uncertainty surrounding failed implementation efforts, calls for a critical new look at the determinants of, and influences upon, a firm's decision todoi:10.1109/hicss.2003.1174390 dblp:conf/hicss/OckerM03 fatcat:ueadpt7javht7ds7ph7rclp7ci