Dynamic capabilities: the missing link in CRM investments

Purpose – The purpose of this paper is to illustrate the practical application of dynamic capabilities theory to improve investment decisions in customer relationship management (CRM).Design/methodology/approach – Action research (AR) allows managers to raise the tacit knowledge of their dynamic capabilities to a level where they can be identified and developed. A framework and a process for managing dynamic capabilities in marketing are presented.Findings – The findings relate to the nature of dynamic capabilities in marketing and how they are managed.Practical implications – Marketing managers can improve the return on investments in CRM.Originality/value – The paper presents a method for applying dynamic capabilities drawn from the resource‐based view (RBV) to practical marketing problems.