Applying EA perspective to CRM: Developing a competency framework

Mário Caldeira, Cristiane Pedron, Gurpreet Dhillon, Jungwoo Lee

Research output: Chapter in Book/Report/Conference proceedingConference contribution

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 languageEnglish
Title of host publicationProceedings - 3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008
Pages1029-1034
Number of pages6
DOIs
Publication statusPublished - 2008 Dec 29
Event3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008 - Busan, Korea, Republic of
Duration: 2008 Nov 112008 Nov 13

Publication series

NameProceedings - 3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008
Volume2

Other

Other3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008
CountryKorea, Republic of
CityBusan
Period08/11/1108/11/13

All Science Journal Classification (ASJC) codes

  • Information Systems
  • Software

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  • Cite this

    Caldeira, M., Pedron, C., Dhillon, G., & Lee, J. (2008). Applying EA perspective to CRM: Developing a competency framework. In Proceedings - 3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008 (pp. 1029-1034). [4682382] (Proceedings - 3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008; Vol. 2). https://doi.org/10.1109/ICCIT.2008.377