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Analysis of Factors Affecting Implementation of Customer Relationship Management Systems
Abstract
Customer Relationship Management (CRM) has become a popular topic as organizations have attempted to redesign their business processes and systems to establish better relationships with their customers. However, a large number of these initiatives have failed to achieve the goals laid out at the beginning of the CRM projects. Why the majority of CRM projects fail to deliver expected results? What are the underlying factors contributing to success of CRM implementation? This paper presents the framework for a research study to explore factors affecting CRM implementation success. This is a two-phase study that aims to: 1) identify a host of success factors as discussed in the literature, and 2) compare and test them against those experienced during an actual CRM implementation attempt in a major organization. The research framework enumerating success factors is presented in this paper.
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