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Title:
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ORGANIZATIONAL ISSUES IN CRM SYSTEM IMPLEMENTATION PROJECTS |
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Author(s):
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Luis H. Bibiano , Enric Mayol , Joan A. Pastor |
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ISBN:
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978-972-8924-79-9 |
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Editors:
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Miguel Baptista Nunes, Pedro Isaías and Philip Powell |
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Year:
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2009 |
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Edition:
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Single |
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Keywords:
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Enterprise systems, Information Technologies, CRM, implementation. |
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Type:
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Full Paper |
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First Page:
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253 |
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Last Page:
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260 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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Customer Relationship Management (CRM) systems have gained notoriety over the beginning of this century. The
increasing competitive levels of many businesses have propelled the extensive procurement, implementation and use of
this kind of packaged software for many enterprises within many industries. Currently, in order to know how CRM
systems have been implemented in such enterprises, academic researches have focused on conducting case studies in a
varied set of organizations within several industries. The experiences and situations presented and analyzed in these
documents may contribute greatly to CRM literature as well as to CRM implementation knowledge. In this paper an
analysis of such case studies from an organizational perspective is undertaken. From such analysis a specific vision is
drawn of which organizational factors appear, and how relevant they are, in the specific context of CRM systems
implementation projects. |
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