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GO-CRM.SB: A Goal-Oriented Methodology for CRM Projects in Small Businesses

GO-CRM.SB: A Goal-Oriented Methodology for CRM Projects in Small Businesses
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Author(s): Leonardo Mangia (University of Lecce, Italy) and Roberto Piano (University of Lecce, Italy)
Copyright: 2004
Pages: 4
Source title: Innovations Through Information Technology
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59140-261-9.ch107
ISBN13: 9781616921255
EISBN13: 9781466665347

Abstract

The need to establish relations which lead to satisfaction for the customer and profitability for the company is felt not only in big companies, which have been conducting projects to this end for some time, but also in small businesses. Unlike a big company, a small business cannot undertake large-scale investment in projects of this kind. The main aim of this paper is to provide an overview of a methodology which, starting from the company’s objectives in the field of CRM (Customer Relations Management), facilitates a rapid and effective insertion of technology into small businesses. This methodology, called GO-CRM.SB, is part of a broader application framework for an innovative CRM tool, easy to implement and maintain in a small business.This article sets out the requirements and the fundamental steps in the application of the methodology, leaving the description of case studies on this methodology to further papers and the details of how it is used to the GO-CRM.SB model manual (forthcoming).

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