A process model for successful CRM system development

IEEE Software

Volumn 21, Issue 4, 2004, Pages 22-28

  Kim, Hee Woong ^a  

^a NATIONAL UNIVERSITY OF SINGAPORE   (Singapore)

Author keywords

[No Author keywords available]

Indexed keywords

CUSTOMER SATISFACTION; ENTERPRISE RESOURCE PLANNING; INFORMATION TECHNOLOGY; MANAGEMENT INFORMATION SYSTEMS; MATHEMATICAL MODELS; PROJECT MANAGEMENT; RELATIONAL DATABASE SYSTEMS; STRATEGIC PLANNING;

COGNITIVE MAPPING; CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM; INFORMATION SYSTEMS; PROCESS MODEL; SYSTEM INTEGRATION;

SOFTWARE ENGINEERING;

EID: 3242704298     PISSN: 07407459     EISSN: None     Source Type: Journal    
DOI: 10.1109/MS.2004.1     Document Type: Article

References (8)

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4. L. Markus and D. Robey, "Information Technology and Organizational Change: Causal Structure in Theory and Research," Management Science, vol. 34, no. 5, 1988, pp. 583-598.
5. J. Diffenbach, "Influence Diagrams for Complex Strategic Issues," Strategic Management J., vol. 3, 1982, pp. 133-146.
6. K.K. Wei, "Research in Information Systems: What We Haven't Learned," MIS Quarterly, vol. 25, no. 4, 2001, pp. ix-x.
7. D. Rigby, F. Reichheld, and P. Schefter, "Avoid the Four Perils of CRM," Harvard Business Rev., Feb. 2002, pp 101-109.
8. L. Markus and C. Tanis, "The Enterprise System Experience - From Adoption to Success," Framing the Domain of IT Management, R. Zmud, ed., Pinnaflex Education Resources, 2000, pp. 173-207.