naa a22 4500 510759823 CHVBK 20180411083135.0 cr unu---uuuuu 180411e20130301xx s 000 0 eng 10.1007/s12525-012-0096-0 doi (NATIONALLICENCE)springer-10.1007/s12525-012-0096-0 The optimal level of CRM IT investments [Elektronische Daten] An economic model and its application at a financial services provider [Julia Heidemann, Mathias Klier, Andrea Landherr, Steffen Zimmermann] In light of the growing relevance of customer-oriented business strategies IT investments in the field of Customer Relationship Management have increased considerably. However, firms often could not realize sufficient returns on these IT investments. One major reason for this failure seems to be the lack of appropriate approaches to determine the economic impact of such investments ex ante. Therefore, we develop an economic model to determine the optimal level of Customer Relationship Management IT investments. Using this approach, firms can evaluate, to what extent investments in Customer Relationship Management IT are reasonable. One major result is that in most cases the "all or nothing strategy” pursued by many firms does not lead to the optimal level of investments. To illustrate the practical utility and applicability of the approach, we provide a real world example of a German financial services provider. Institute of Information Management, University of St. Gallen, 2012 IT investments nationallicence Customer relationship management nationallicence Design science nationallicence Economic model nationallicence Heidemann Julia FIM Research Center of Finance & Information Management, University of Augsburg, Universitaetsstrasse 12, 86159, Augsburg, Germany aut Klier Mathias Department of Management Information Systems, University of Regensburg, Universitaetsstrasse 31, 93053, Regensburg, Germany aut Landherr Andrea FIM Research Center of Finance & Information Management, University of Augsburg, Universitaetsstrasse 12, 86159, Augsburg, Germany aut Zimmermann Steffen Department of Information Systems, Production and Logistics Management, University of Innsbruck, Universitaetsstrasse 15, 6020, Innsbruck, Austria aut Electronic Markets Springer-Verlag 23/1(2013-03-01), 73-84 1019-6781 23:1<73 2013 23 12525 https://doi.org/10.1007/s12525-012-0096-0 text/html Onlinezugriff via DOI 1 research-article jats NATIONALLICENCE 856 40 https://doi.org/10.1007/s12525-012-0096-0 text/html Onlinezugriff via DOI NATIONALLICENCE 700 1- Heidemann Julia FIM Research Center of Finance & Information Management, University of Augsburg, Universitaetsstrasse 12, 86159, Augsburg, Germany aut NATIONALLICENCE 700 1- Klier Mathias Department of Management Information Systems, University of Regensburg, Universitaetsstrasse 31, 93053, Regensburg, Germany aut NATIONALLICENCE 700 1- Landherr Andrea FIM Research Center of Finance & Information Management, University of Augsburg, Universitaetsstrasse 12, 86159, Augsburg, Germany aut NATIONALLICENCE 700 1- Zimmermann Steffen Department of Information Systems, Production and Logistics Management, University of Innsbruck, Universitaetsstrasse 15, 6020, Innsbruck, Austria aut NATIONALLICENCE 773 0- Electronic Markets Springer-Verlag 23/1(2013-03-01), 73-84 1019-6781 23:1<73 2013 23 12525 Metadata rights reserved Springer special CC-BY-NC licence nationallicence BK010053 XK010053 XK010000 NATIONALLICENCE NATIONALLICENCE NL-springer