Applying EA perspective to CRM: Developing a competency framework

Mário Caldeira; Cristiane Pedron; Gurpreet Dhillon; Jungwoo Lee

doi:10.1109/ICCIT.2008.377

Applying EA perspective to CRM: Developing a competency framework

Mário Caldeira, Cristiane Pedron, Gurpreet Dhillon, Jungwoo Lee

Graduate School of Information

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

1 Citation (Scopus)

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
DOIs	https://doi.org/10.1109/ICCIT.2008.377
Publication status	Published - 2008
Event	3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008 - Busan, Korea, Republic of Duration: 2008 Nov 11 → 2008 Nov 13

Publication series

Name	Proceedings - 3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008
Volume	2

Other

Other	3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008
Country/Territory	Korea, Republic of
City	Busan
Period	08/11/11 → 08/11/13

All Science Journal Classification (ASJC) codes

Information Systems
Software

Access to Document

10.1109/ICCIT.2008.377

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

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title = "Applying EA perspective to CRM: Developing a competency framework",

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.",

author = "M{\'a}rio Caldeira and Cristiane Pedron and Gurpreet Dhillon and Jungwoo Lee",

year = "2008",

doi = "10.1109/ICCIT.2008.377",

language = "English",

isbn = "9780769534077",

series = "Proceedings - 3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008",

pages = "1029--1034",

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note = "3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008 ; Conference date: 11-11-2008 Through 13-11-2008",

}

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., 4682382, Proceedings - 3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008, vol. 2, pp. 1029-1034, 3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008, Busan, Korea, Republic of, 08/11/11. https://doi.org/10.1109/ICCIT.2008.377

Applying EA perspective to CRM : Developing a competency framework. / Caldeira, Mário; Pedron, Cristiane; Dhillon, Gurpreet et al.

Proceedings - 3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008. 2008. p. 1029-1034 4682382 (Proceedings - 3rd International Conference on Convergence and Hybrid Information Technology, ICCIT 2008; Vol. 2).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

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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.

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

Applying EA perspective to CRM: Developing a competency framework

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