Details
| Original language | English |
|---|---|
| Title of host publication | ECIS 2012 - Proceedings of the 20th European Conference on Information Systems |
| Publisher | Association for Information Systems |
| ISBN (print) | 9788488971548 |
| Publication status | Published - 2012 |
| Event | 20th European Conference on Information Systems, ECIS 2012 - Barcelona, Spain Duration: 10 Jun 2012 → 13 Jun 2012 |
Publication series
| Name | ECIS 2012 - Proceedings of the 20th European Conference on Information Systems |
|---|
Abstract
Selecting suitable customer relationship management systems (CRM) is a decision problem with economic, behavioural, technical and functional implications. It is important to methodically identify an appropriate solution with regard to the various aspects of the decision. In this paper, a practical test of the previously developed customer relationship management system selection (CRMSS) process model is conducted in a case study with an automotive safety goods supplier. The process model used was constructed based on a literature review and further refined by expert interviews and two international online surveys. To test the models applicability and align phases, tasks, roles and deliverables with practical experiences, qualitative interviews were conducted with the different stakeholders in the evaluation project. The CRMSS process model was then further refined according to the conclusions drawn from the presented case study. The first application of the process model suggests that it is considered as relevant for practice and can be understood and applied successfully for a CRM selection and evaluation. In the context of the case study the model was customised to meet the needs of the project.
Keywords
- Automotive industry, Case study research, CRM, Process model, System evaluation, System selection
ASJC Scopus subject areas
- Computer Science(all)
- Information Systems
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ECIS 2012 - Proceedings of the 20th European Conference on Information Systems. Association for Information Systems, 2012. (ECIS 2012 - Proceedings of the 20th European Conference on Information Systems).
Research output: Chapter in book/report/conference proceeding › Conference contribution › Research › peer review
}
TY - GEN
T1 - A practical test of a process model for customer relationship management system selection with an automotive supplier
AU - Friedrich, Ina
AU - Kosch, Lubov
AU - Breitner, Michael H.
N1 - Copyright: Copyright 2014 Elsevier B.V., All rights reserved.
PY - 2012
Y1 - 2012
N2 - Selecting suitable customer relationship management systems (CRM) is a decision problem with economic, behavioural, technical and functional implications. It is important to methodically identify an appropriate solution with regard to the various aspects of the decision. In this paper, a practical test of the previously developed customer relationship management system selection (CRMSS) process model is conducted in a case study with an automotive safety goods supplier. The process model used was constructed based on a literature review and further refined by expert interviews and two international online surveys. To test the models applicability and align phases, tasks, roles and deliverables with practical experiences, qualitative interviews were conducted with the different stakeholders in the evaluation project. The CRMSS process model was then further refined according to the conclusions drawn from the presented case study. The first application of the process model suggests that it is considered as relevant for practice and can be understood and applied successfully for a CRM selection and evaluation. In the context of the case study the model was customised to meet the needs of the project.
AB - Selecting suitable customer relationship management systems (CRM) is a decision problem with economic, behavioural, technical and functional implications. It is important to methodically identify an appropriate solution with regard to the various aspects of the decision. In this paper, a practical test of the previously developed customer relationship management system selection (CRMSS) process model is conducted in a case study with an automotive safety goods supplier. The process model used was constructed based on a literature review and further refined by expert interviews and two international online surveys. To test the models applicability and align phases, tasks, roles and deliverables with practical experiences, qualitative interviews were conducted with the different stakeholders in the evaluation project. The CRMSS process model was then further refined according to the conclusions drawn from the presented case study. The first application of the process model suggests that it is considered as relevant for practice and can be understood and applied successfully for a CRM selection and evaluation. In the context of the case study the model was customised to meet the needs of the project.
KW - Automotive industry
KW - Case study research
KW - CRM
KW - Process model
KW - System evaluation
KW - System selection
UR - http://www.scopus.com/inward/record.url?scp=84905758125&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:84905758125
SN - 9788488971548
T3 - ECIS 2012 - Proceedings of the 20th European Conference on Information Systems
BT - ECIS 2012 - Proceedings of the 20th European Conference on Information Systems
PB - Association for Information Systems
T2 - 20th European Conference on Information Systems, ECIS 2012
Y2 - 10 June 2012 through 13 June 2012
ER -