Impact of CRM implementation on company’s performance on the example of financial service companies

Abstract

The primary aim of the research was investigation of the influence from CRM on performance of a company. Several tasks were established in order to achieve the aim, such as finding firm-related and CRM-related factors which plays significant role in the influence from CRM and assessing their influence. Also, company’s performance was measured with the help of stochastic frontier analysis based on two approaches: intermediation and operating. The main result of this study is defining of factors which leverage and moderate the impact from CRM implementation of company’s efficiency which. The conclusion of the research leaded to valuable managerial implications and also directed further research ways.