Managing CRM implementation with consultants—CRM or change management?

Journal of Change Management

Volumn 4, Issue 4, 2004, Pages 351-370

  Pries, Christina ^a   Stone, Merlin ^b  

^a Union Bank of Switzerland   (Switzerland)

^b IBM   (United Kingdom)

Author keywords

consultants' role; CRM implementation; information systems; project failure; project planning

Indexed keywords

EID: 57349150018     PISSN: 14697017     EISSN: 14791811     Source Type: Journal    
DOI: 10.1080/1469701042000328445     Document Type: Article

References (26)

1. Atkinson PE, 1990 Creating Culture Change: The Key to Successful Total Quality Management, IFS Publications Kempston
2. Basch MD, 2002 CustomerCulture—How FedEx and Other Great Companies Put the Customer First Every Day, Prentice Hall Upper Saddle River NJ
3. Brown S, 2001 CRM—La gestion de la relation client, Éditions Village Mondial Paris
4. Burnes B, 1992 Managing Change: Strategic Approach to Organisational Development and Renewal, Pitman Publishing London
5. Campbell I, 2002 Assessing the Real ROI from Siebel Nucleus Research, (pdf-file)
6. Carnall CA, 1990 Managing Change in Organisations, Prentice Hall Hemel Hempsted
7. Christopher M, Payne A, Ballantyne D, 1991 Relationship Marketing—Bringing Quality, Customer Service, and Marketing Together, Butterworth-Heinemann Ltd. Oxford
8. Creswell JW, 1994 Research Design—Qualitative and Quantitative Approaches, Sage Publications Thousand Oaks CA
9. Cruz F, 2002 Especial CRM in Expansion España
10. Denzin NK, Lincoln YS, 1994 Handbook of Qualitative Research, Sage Publications Thousand Oaks CA
11. Descharreaux J-L, Suzet-Charbonnel P, 2000 Le modèle client-savoirs—Les deux moteurs de l'entreprise, Dunod Paris
12. Doane M, 2003 CRM Consulting Services METAspectrumSM Market Summary, (pdf-file)
13. Doppler K, Lauterburg C, 2002 Change Management—Den Unternehmenswandel gestalten, Campus Verlag Frankfurt
14. Dupuy F, 2001 L'alchemie du changement—Problématique, étapes et mise en œuvre, Dunod Paris
15. Gale BT, 1994 Managing Customer Value: Creating Quality and Service that Customers Can See, The Free Press New York
16. Glaser B, Strauss A, 1967 The Discovery of Grounded Theory: Strategies for Qualitative Research, Aldine Publishing Chicago
17. Horovitz J, 2000 Sept secrets pour un service clients performant, Éditions Village Mondial Paris
18. Johnson R, 2003 How You Define CRM Success Depends On Who You Are AMR Research Alert, (pdf-file)
19. Kostka C, Mönch A, 2002 Change Management, Carl Hanser Verlag Munich
20. Lacroix-Sablayrolles H, 2002 Êtes-vous vraiment orienté clients?—Le marketing stratégique orienté clients, Dunod Paris
21. Litke H-D, Konow I, 2002 Projekt-Management, Rudolf Haufe Verlag Munich
22. McCarthy A, 2001 Educational choice: A Grounded Theory Study, Proceedings Western Australian Institute for Educational Research Forum 2000.
23. Peppard, J. 2004. CRM in financial services. European Management Journal, 18 (No. 3): pp. 312–27
24. Peppers D, Rogers M, 1993 The One to One Future, Doubleday New York
25. Woodcock N, Stone M, Foss B, 2003 The Customer Management Scorecard—Managing CRM for Profit, Kogan Page Ltd. London
26. Zahrnt C, 2002 Projektmanagement von IT-Verträgen, Dpunkt.Verlag Munich