TY - GEN
T1 - Applying EA perspective to CRM
T2 - 3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008
AU - Caldeira, Mário
AU - Pedron, Cristiane
AU - Dhillon, Gurpreet
AU - Lee, Jungwoo
N1 - Copyright:
Copyright 2009 Elsevier B.V., All rights reserved.
PY - 2008
Y1 - 2008
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
AN - SCOPUS:57849120096
SN - 9780769534077
T3 - Proceedings - 3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008
SP - 1029
EP - 1034
BT - Proceedings - 3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008
Y2 - 11 November 2008 through 13 November 2008
ER -