Abstract
Customer Relationship Management (CRM) is getting attention as a business approach for new way of dealing with customer relationships. Although information technology is an important component of CRM, technology itself is not complete as a technology. Literature reports empirical evidences that a very high percentage of CRM projects fail to meet expectations from the business perspective despite the advance of tecnology. In this study, we explore possible causes of failures in CRM projects and use the concept of Enterprise Architecture (EA) in explaining failures. Applying the EA concept, it is argued here that organizational competencies in unstructured decision making are very critical for CRM success. Subsequent case analysis supports the theoretical underpinnings of the argument.
| Original language | English |
|---|---|
| Title of host publication | Proceedings - 3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008 |
| Pages | 1029-1034 |
| Number of pages | 6 |
| Volume | 2 |
| DOIs | |
| Publication status | Published - 2008 Dec 29 |
| Event | 3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008 - Busan, Korea, Republic of Duration: 2008 Nov 11 → 2008 Nov 13 |
Other
| Other | 3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008 |
|---|---|
| Country | Korea, Republic of |
| City | Busan |
| Period | 08/11/11 → 08/11/13 |
Fingerprint
All Science Journal Classification (ASJC) codes
- Information Systems
- Software
Cite this
}
Applying EA perspective to CRM : Developing a competency framework. / Caldeira, Mário; Pedron, Cristiane; Dhillon, Gurpreet; Lee, Jungwoo.
Proceedings - 3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008. Vol. 2 2008. p. 1029-1034 4682382.Research output: Chapter in Book/Report/Conference proceeding › Conference contribution
TY - GEN
T1 - Applying EA perspective to CRM
T2 - Developing a competency framework
AU - Caldeira, Mário
AU - Pedron, Cristiane
AU - Dhillon, Gurpreet
AU - Lee, Jungwoo
PY - 2008/12/29
Y1 - 2008/12/29
N2 - Customer Relationship Management (CRM) is getting attention as a business approach for new way of dealing with customer relationships. Although information technology is an important component of CRM, technology itself is not complete as a technology. Literature reports empirical evidences that a very high percentage of CRM projects fail to meet expectations from the business perspective despite the advance of tecnology. In this study, we explore possible causes of failures in CRM projects and use the concept of Enterprise Architecture (EA) in explaining failures. Applying the EA concept, it is argued here that organizational competencies in unstructured decision making are very critical for CRM success. Subsequent case analysis supports the theoretical underpinnings of the argument.
AB - Customer Relationship Management (CRM) is getting attention as a business approach for new way of dealing with customer relationships. Although information technology is an important component of CRM, technology itself is not complete as a technology. Literature reports empirical evidences that a very high percentage of CRM projects fail to meet expectations from the business perspective despite the advance of tecnology. In this study, we explore possible causes of failures in CRM projects and use the concept of Enterprise Architecture (EA) in explaining failures. Applying the EA concept, it is argued here that organizational competencies in unstructured decision making are very critical for CRM success. Subsequent case analysis supports the theoretical underpinnings of the argument.
UR - http://www.scopus.com/inward/record.url?scp=57849120096&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=57849120096&partnerID=8YFLogxK
U2 - 10.1109/ICCIT.2008.377
DO - 10.1109/ICCIT.2008.377
M3 - Conference contribution
SN - 9780769534077
VL - 2
SP - 1029
EP - 1034
BT - Proceedings - 3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008
ER -