| Title: | Strategic issues in customer relationship management (CRM) implementation |
| Authors: | Bull, Christopher M. |
| Citation: | Business process management journal, 2003, vol. 9, no. 5, pp. 592-602 |
| Publisher: | Emerald |
| Journal : | Business Process Management Journal |
| Issue date: | 2003 |
| URI: | http://hdl.handle.net/2173/23552 |
| DOI: | 10.1108/14637150310496703 |
| Additional Links: | http://www.emeraldinsight.com/info/journals/bpmj/bpmj.jsp |
| Abstract: | A number of Customer Relationship Management (CRM) implementations has grown dramatically in recent years. However, few academic studies of the issues associated with the implementation of the concept are available. In this paper, the author offers a modest contribution through the analysis of a case study of a CRM implementation at a United Kingdom based manufacturing company. The case study illustrates that CRM is a complex and holistic concept, organised around business processes and the integration of information technologies. The study also highlights that implementing CRM requires effective leadership, sourcing, targeting and evaluation strategies. |
| Type: | Article |
| Language: | en |
| Description: | This article was originally published following peer-review in Business Process Management Journal, published by and copyright Emerald. |
| Keywords: | Customer Relationship Management
Business process
Systems integration
Case study research |
| ISSN: | 1463-7154 |
| Appears in collections: | Digital Business and Management Systems - formerly Business Information Technology and Management Science
Business Information Technology and Management Science
|
| Files in this item: | | File |
Description |
Size | Format | View/Open |
|---|
| BPMJ 2003 Strategic Issues in CRM Implementation.DOC | Author's final draft | 66Kb | Microsoft Word | View/Open |
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