APA 6th Edition Faganel, A. i Constantini, M. (2020). CRM adoption factors in the gaming industry. Management, 25 (1), 1-23. https://doi.org/10.30924/mjcmi.25.1.1
MLA 8th Edition Faganel, Armand i Mitja Constantini. "CRM adoption factors in the gaming industry." Management, vol. 25, br. 1, 2020, str. 1-23. https://doi.org/10.30924/mjcmi.25.1.1. Citirano 28.09.2021.
Chicago 17th Edition Faganel, Armand i Mitja Constantini. "CRM adoption factors in the gaming industry." Management 25, br. 1 (2020): 1-23. https://doi.org/10.30924/mjcmi.25.1.1
Harvard Faganel, A., i Constantini, M. (2020). 'CRM adoption factors in the gaming industry', Management, 25(1), str. 1-23. https://doi.org/10.30924/mjcmi.25.1.1
Vancouver Faganel A, Constantini M. CRM adoption factors in the gaming industry. Management [Internet]. 2020 [pristupljeno 28.09.2021.];25(1):1-23. https://doi.org/10.30924/mjcmi.25.1.1
IEEE A. Faganel i M. Constantini, "CRM adoption factors in the gaming industry", Management, vol.25, br. 1, str. 1-23, 2020. [Online]. https://doi.org/10.30924/mjcmi.25.1.1
Sažetak The aim of this paper is to evaluate critical success factors and investigate the benefits that might be gained by adopting Customer Relationship Management (CRM) in the gaming industry from the perspective of individuals involved in the process of adopting the CRM. A total number of 109 casinos’ managers from all over the world have been surveyed about the factors’ importance for the CRM adoption. Based on the multiple regression and ANOVA analysis, an estimated function of the influence of the most important umbrella factors – human, project and technological, for the success of CRM project in a company has been formulated. The highest rated elements in successful cases of CRM adoption are almost entirely bound to human factor. CRM systems are estimated to evolve further into a direction of individual customer experience management and become more and more intelligent, integrated and data-driven.