IRMA-International.org: Creator of Knowledge
Information Resources Management Association
Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

Analysis of Factors Affecting Implementation of Customer Relationship Management Systems

Analysis of Factors Affecting Implementation of Customer Relationship Management Systems
View Free PDF
Author(s): Mohammad H. A. Tafti (Hofstra University, USA)
Copyright: 2002
Pages: 4
Source title: Issues & Trends of Information Technology Management in Contemporary Organizations
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-930708-39-6.ch204
ISBN13: 9781930708396
EISBN13: 9781466641358

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.

Body Bottom