Journal ArticleDOI
A Critical Success Factor model for CRM implementation
Rui Vinhas da Silva,Ilan Rahimi +1 more
TLDR
In this article, the authors present a CSF model for CRM implementation, providing a list of strategic and tactical CSFs that are present when undergoing such a process, in which overlapping issues with ERP Implementation and project management are analysed.Abstract:
Customer Relationship Management (CRM) implementation has been a daunting and exhaustive experience for many organisations. Managers and decision makers find that there is no one 'fixed formula' to guarantee its success. This paper draws from CSF models in ERP implementation and project management, determining their applicability to successful CRM implementation in a B2B context. Eight companies who implemented CRM were scrutinised, in which overlapping issues with ERP Implementation and project management were analysed. This analysis was the foundation of a CSF model for CRM implementation, providing a list of strategic and tactical CSFs that are present when undergoing such a process.read more
Citations
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Journal ArticleDOI
Implementing IT service management: a case study focussing on critical success factors
TL;DR: The study indicates that the commitment of senior management is crucial to the project's success as is a project champion and the recognition of the need for an appropriate change management strategy to transform the organisational culture to a service-oriented focus.
Journal ArticleDOI
A conceptual model for acceptance of social CRM systems based on a scoping study
Sanaa Askool,Keiichi Nakata +1 more
TL;DR: An enhancement to one of these models, specifically the Technology Acceptance Model (TAM), is proposed, by incorporating a range of factors identified in the social networking and business relationships literature believed to influence social CRM adoption that familiarity, caring behaviour, sharing information and perceived trustworthiness can generate cognitive view about the relationships between employees and customers.
Journal ArticleDOI
Big Data-enabled Customer Relationship Management: A holistic approach
TL;DR: The results suggest that BD-enabled CRM initiatives could require several changes in the pertinent CSFs, and it is suggested to adopt an explorative approach towards them by defining a mandatory business direction through sound business cases and pilot tests.
Journal ArticleDOI
Vertical integration in supply chains: driving forces and consequences for a manufacturer's downstream integration
Wei Guan,Jakob Rehme +1 more
TL;DR: In this paper, the authors explored the driving forces for vertical integration, particularly downstream integration of distribution, and the consequences of vertical integration in a manufacturer-distributor-reseller chain.
Journal ArticleDOI
Customer relationship management strategic application and organizational effectiveness: an empirical investigation
TL;DR: In this article, a survey of customer relationship management practices was developed and distributed to 500 randomly selected financial service providers in the United States Follow-up interviews were also conducted with key managers among several financial services providers.
References
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Book
Case Study Research: Design and Methods
TL;DR: In this article, buku ini mencakup lebih dari 50 studi kasus, memberikan perhatian untuk analisis kuantitatif, membahas lebah lengkap penggunaan desain metode campuran penelitian, and termasuk wawasan metodologi baru.
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Building theories from case study research
TL;DR: In this paper, the authors describe the process of inducting theory using case studies from specifying the research questions to reaching closure, which is a process similar to hypothesis-testing research.
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The art of case study research
TL;DR: In this article, an intensive study of case study research methods is presented, focusing on the Unique Case Research Questions and the Nature of Qualitative Research Data Gathering Analysis and Interpretation Case Researcher Roles Triangulation.
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The Good Research Guide: For Small-Scale Social Research Projects
TL;DR: In this article, the authors present a survey of case studies, case studies and qualitative data collected from the Internet and from participants' interviews with experts in the field of ethnography and grounded theory.
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