Details
| Original language | English |
|---|---|
| Title of host publication | Multikonferenz Wirtschaftsinformatik 2012 - Tagungsband der MKWI 2012 |
| Pages | 45-57 |
| Number of pages | 13 |
| Publication status | Published - 2012 |
| Event | Multikonferenz Wirtschaftsinformatik 2012, MKWI 2012 - Multiconference Business Information Systems 2012, MKWI 2012 - Braunschweig, Germany Duration: 29 Feb 2012 → 2 Mar 2012 |
Publication series
| Name | Multikonferenz Wirtschaftsinformatik 2012 - Tagungsband der MKWI 2012 |
|---|
Abstract
Changes to the economic and competitive environment require a reorientation of companies' communication activities, which has implications for the customer relationship management (CRM). Assistance provided by information communication technology (ICT) is an important component of reacting to these potential changes. The failure rate of CRM implementation projects is high when it comes to measuring the impact. It is crucial to evaluate system solutions before making an investment decision. Based on a literature review, the authors developed a CRM evaluation approach to select CRM systems that suit the particular needs of a company. This approach resulted in a CRM system selection (CRMSS) model that covers the whole process of evaluating CRM systems, once a CRM strategy has been defined, and before the implementation phase begins.
ASJC Scopus subject areas
- Computer Science(all)
- Information Systems
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Multikonferenz Wirtschaftsinformatik 2012 - Tagungsband der MKWI 2012. 2012. p. 45-57 (Multikonferenz Wirtschaftsinformatik 2012 - Tagungsband der MKWI 2012).
Research output: Chapter in book/report/conference proceeding › Conference contribution › Research › peer review
}
TY - GEN
T1 - Towards a process model for efficient customer relationship management system selection
AU - Friedrich, Ina
AU - Breitner, Michael H.
N1 - Copyright: Copyright 2013 Elsevier B.V., All rights reserved.
PY - 2012
Y1 - 2012
N2 - Changes to the economic and competitive environment require a reorientation of companies' communication activities, which has implications for the customer relationship management (CRM). Assistance provided by information communication technology (ICT) is an important component of reacting to these potential changes. The failure rate of CRM implementation projects is high when it comes to measuring the impact. It is crucial to evaluate system solutions before making an investment decision. Based on a literature review, the authors developed a CRM evaluation approach to select CRM systems that suit the particular needs of a company. This approach resulted in a CRM system selection (CRMSS) model that covers the whole process of evaluating CRM systems, once a CRM strategy has been defined, and before the implementation phase begins.
AB - Changes to the economic and competitive environment require a reorientation of companies' communication activities, which has implications for the customer relationship management (CRM). Assistance provided by information communication technology (ICT) is an important component of reacting to these potential changes. The failure rate of CRM implementation projects is high when it comes to measuring the impact. It is crucial to evaluate system solutions before making an investment decision. Based on a literature review, the authors developed a CRM evaluation approach to select CRM systems that suit the particular needs of a company. This approach resulted in a CRM system selection (CRMSS) model that covers the whole process of evaluating CRM systems, once a CRM strategy has been defined, and before the implementation phase begins.
UR - http://www.scopus.com/inward/record.url?scp=84879871583&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:84879871583
SN - 9783942183635
T3 - Multikonferenz Wirtschaftsinformatik 2012 - Tagungsband der MKWI 2012
SP - 45
EP - 57
BT - Multikonferenz Wirtschaftsinformatik 2012 - Tagungsband der MKWI 2012
T2 - Multikonferenz Wirtschaftsinformatik 2012, MKWI 2012 - Multiconference Business Information Systems 2012, MKWI 2012
Y2 - 29 February 2012 through 2 March 2012
ER -