Customer relationship management systems: Implementation risks and relationship dynamics

Qualitative Market Research: An International Journal

Volumn 5, Issue 4, 2002, Pages 239-251

  Corner, Ian ^a   Hinton, Matthew ^b  

^a Brown and Company   (United Kingdom)

^b OPEN UNIVERSITY BUSINESS SCHOOL   (United Kingdom)

Author keywords

Customer care; Implementation; Information technology; Relationship management; Risk

Indexed keywords

EID: 84986097779     PISSN: 13522752     EISSN: None     Source Type: Journal    
DOI: 10.1108/13522750210443191     Document Type: Article

References (38)

1. Aberdeen Group (1998), Engaging Customers – The Power of Electronic Sales, Aberdeen Group, Boston, MA.
2. Ballentine, J. and Stray, S. (1998), “Financial appraisal and the IS/IT investment decision making process”, Journal of Information Technology, Vol. 13, pp. 3-14.
3. Barki, H. and Hartwick, J. (1994), “Measuring user participation, user involvement and user attitude”, MIS Quarterly, Vol. 18 No. 1, pp. 59-79.
4. Barrow, C. (1990), “Implementing an EIS”, Journal of IS Management, Vol. 7 No. 2, pp. 41-6.
5. Batchelder, G. (1995), in, “The end of delegation: information technology and the CEO”, Harvard Business Review, Vol. 73 No. 5, pp. 162-5.
6. Bento, R. (1997), Organization Culture, Merrick Business School, University of Baltimore, Baltimore, MD.
7. Bishop, H. and Fletcher, C. (1998), Managing Customers with Next-Generation Software Applications, Aberdeen Group, Boston, MA.
8. Borgatti, S.P. (1997), Organization Culture, Marshall School of Business, University of Southern California.
9. Cannon, J. (1994), “Why IT applications succeed or fail”, Industrial & Commercial Training, Vol. 26 No. 1, pp. 10-15.
10. Cavaye, A. (1995), “The sponsor-adopter gap: differences between promoters and potential users of IS systems that link organizations”, International Journal of Information Management, Vol. 15 No. 2, pp. 85-96.
11. Cerpa, N. and Verner, J. (1998), “Case study: the effect of IS maturity on information systems strategic planning”, Information and Management, Vol. 34 No. 4, pp. 199-208.
12. Corner, I.C. (1987), “Organizational factors relevant to the implementation of on-line MRP systems: the relationship between management behaviour and success”, Cranfield School of Management, Cranfield.
13. Davenport, T. (1994), “Saving IT's soul: human centered information management”, Harvard Business Review, March/April, pp. 119-31.
14. Delong, D. and Rockart, J. (1992), Executive Information Systems: Emergence, Development, Impact, John Wiley, New York, NY.
15. Dickie, R.J. (1998), “Customer relationship management”, 1998 State of the Marketplace Review, Insight Technology Group, Boulder, CO.
16. Fan, M., Stallaert, J. and Whinston, A. (2000), “The adoption and design methodologies of component-based enterprise systems”, European Journal of Information Systems, Vol. 9 No. 1, pp. 25-35.
17. Fitzgerald, G. (1998), “Evaluating information systems projects”, Journal of Information Technology, Vol. 13, pp. 15-27.
18. Goodman, E. (1997), “A methodology for the user-sensitive implementation of information systems in the pharmaceutical industry”, International Journal of Information Management, Vol. 17 No. 1, pp. 55-71.
19. Grönroos, C. and Powell, S. (2000), “Spotlight on Dr Christian Grönroos”, Emerald Now.
20. Guimaraes, T. and Igbaria, M. (1997), “Client/server system success: exploring the human side”, Decision Sciences, Vol. 28 No. 4, pp. 851-76.
21. Hewson, N. and Hewson, W. (1994), “The impact of computerised sales and marketing systems in the UK”, Hewson Consulting Group, Cambridge.
22. Hewson, N. and Hewson, W. (1998), ROI in Sales and Marketing Systems, Hewson Consulting Group, Cambridge.
23. Hewson, W. and McAlpine, G. (1999), The CRM Systems Handbook, Hewson Consulting Group, Cambridge.
24. Hinton, C.M. (1994), Technology Assimilation: Understanding The User-IT Professional Relationship, PhD thesis, Cranfield University, Cranfield.
25. Kanellis, P., Lycett, M. and Paul, R. (1999), “Evaluating business information systems fit: from concept to practical application”, European Journal of Information Systems, Vol. 8 No. 1, pp. 65-76.
26. Lucas, H. (1981), Implementation: Key to Successful Information Systems, Columbia University Press, New York, NY.
27. Marakas, G. and Hornik, S. (1996), “Passive resistance mis-use: overt support and covert recalcitrance in IS implementation”, European Journal of Information Systems, Vol. 5 No. 3, pp. 208-19.
28. Marble, R. (2000), “Operationalising the implementation puzzle: an argument for eclecticism in research and practice”, European Journal of Information Systems, Vol. 9, pp. 132-47.
29. Martin, B. (1995), “The end of delegation: information technology and the CEO”, Harvard Business Review, Vol. 73 No. 5, p. 162.
30. Mathieson, K. and Keil, M. (1998), “Beyond the interface: ease of use and task/technology fit”, Information and Management, Vol. 34 No. 4, pp. 221-30.
31. Peppard, J. (1998), “IS/IT management in the global enterprise: a framework for strategic alignment”, working paper, Cranfield School of Management, Cranfield.
32. PriceWaterhouse (1995), Information Technology Review 1995/96, PriceWaterhouse, London.
33. Rockart, J.F. (1995), in, “The end of delegation: information technology and the CEO”, Harvard Business Review, Vol. 73 No. 5, pp. 166-8.
34. Seybold, P.B. (1996), The Next Wave: Integrated Customer Interaction Solutions, Seybold Group, Boston, MA.
35. Stevens, C. (1998), Internet Sales: Virtual Corporations, Real Profit, Aberdeen Group, Boston, MA.
36. Swanson, E. (1988), Information System Implementation: Bridging the Gap between Design and Utilization, Irwin, Homewood, IL.
37. Taylor-Cummings, A. (1998), “Bridging the user-IS gap: a study of major information systems projects”, Journal of Information Technology, Vol. 12, pp. 29-34.
38. Ward, J. and Peppard, J. (1995), Reconciling the IT/Business Relationship: A Marriage in Need of Guidance, Cranfield School of Management, Cranfield.