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Academia and practice have shown high interest in Customer Relationship Management systems and their implementation for years. However, implementing such a system successfully has often remained an illusion with project failures rates as high as 70 percent. Various studies have tried to identify factors salient for a successful implementation and develop frameworks and models that could enhance the understanding for successful implementations. So far no unifying and integrating academic framework has emerged and each study so far has only addressed parts of the topic. Therefore, we present the "e-CRM star" framework integrating success factors out of the areas strategy, people, business processes, technology, and organisational culture. In a single- case study in one of the largest banks and IT user in New Zealand and a leader in CRM applications, we found that the "e-CRM" star is indeed a useful theoretical tool to analyse salient success factors and why they are important.
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Über die Autorinnen und Autoren
Alexander studied Economics and Information Systems at the University of Bremen and Victoria University of Wellington. He was awarded 2 scholarships (2005,2006) by Victoria University and 1 by HEC Montréal (2006). Since 2007 he has been working as a CEO Management Assistant and Project Manager for market leading companies in Germany.
Alexander studied Economics and Information Systems at the University of Bremen and Victoria University of Wellington. He was awarded 2 scholarships (2005,2006) by Victoria University and 1 by HEC Montréal (2006). Since 2007 he has been working as a CEO Management Assistant and Project Manager for market leading companies in Germany.
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Success Factors for e-CRM System Implementations : Which factors are important and why?
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LAP LAMBERT Academic Publishing, 2010
ISBN 10: 3843350515
ISBN 13: 9783843350518
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Success Factors for e-CRM System Implementations : Which factors are important and why?
Verlag:
LAP LAMBERT Academic Publishing, 2010
ISBN 10: 3843350515
ISBN 13: 9783843350518
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Softcover
Anbieter: Buchpark, Trebbin, Deutschland
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Success Factors for e-CRM System Implementations
Verlag:
LAP LAMBERT Academic Publishing, 2010
ISBN 10: 3843350515
ISBN 13: 9783843350518
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Success Factors for e-CRM System Implementations
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LAP LAMBERT Academic Publishing Okt 2010, 2010
ISBN 10: 3843350515
ISBN 13: 9783843350518
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Taschenbuch. Zustand: Neu. Neuware -Academia and practice have shown high interest in Customer Relationship Management systems and their implementation for years. However, implementing such a system successfully has often remained an illusion with project failures rates as high as 70 percent. Various studies have tried to identify factors salient for a successful implementation and develop frameworks and models that could enhance the understanding for successful implementations. So far no unifying and integrating academic framework has emerged and each study so far has only addressed parts of the topic. Therefore, we present the 'e-CRM star' framework integrating success factors out of the areas strategy, people, business processes, technology, and organisational culture. In a single- case study in one of the largest banks and IT user in New Zealand and a leader in CRM applications, we found that the 'e-CRM' star is indeed a useful theoretical tool to analyse salient success factors and why they are important.Books on Demand GmbH, Überseering 33, 22297 Hamburg 92 pp. Englisch. Artikel-Nr. 9783843350518
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