Adebanjo, D. ORCID: https://orcid.org/0000-0003-4845-9411 and Khoo, C. (2003) CRM implementation – approaches for classifying and configuring e-CRM applications. In: One World? One View of OM? The Challenges of Integrating Research & Practice [Proceedings of the 10th Annual EurOMA Conference]. Servici Grafici Editoriali, Padova [Padua], Italy, pp. 3-12.

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Abstract

In recent years, organisations in a wide range of sectors have adopted e-CRM solutions with the CRM software market forecast to be worth more than $16 billion this year. However, many e-CRM projects have not achieved the desired results. Reasons identified for this performance varies and includes factors as diverse as cultural inertia, strategic vulnerability, applications configuration, cost and applications integration. This paper presents findings of systems configuration and implementation experimentation. Using commercially available e-CRM applications, the study identifies a number of factors that impact on the ability of practitioners to select the right application for their organisation.

Item Type:	Conference Proceedings
Title of Proceedings:	One World? One View of OM? The Challenges of Integrating Research & Practice [Proceedings of the 10th Annual EurOMA Conference]
Additional Information:	[1] This paper was first presented at the EurOMA-POMS first joint international conference, "One World? One View of OM? The Challenges of Integrating Research & Practice" conference held from 16-18th June 2003 at Lake Como, Italy.
Uncontrolled Keywords:	e-CRM, customer relationship management, software
Subjects:	H Social Sciences > HF Commerce Q Science > QA Mathematics > QA76 Computer software
Faculty / School / Research Centre / Research Group:	Faculty of Business > Networks and Urban Systems Centre (NUSC) > Supply Chain Management Research Group
Related URLs:	Publisher Organisation
Last Modified:	14 Oct 2016 09:27
URI:	http://gala.gre.ac.uk/id/eprint/11297

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