Present study is an attempt to measure technology readiness of Indian customers towards self checkout service (SCS) through mobile app at retail stores at Hyderabad, India. Self-checkout services (SCS), a key offering of self service technology (SST), 'is the technological enablement of customers to make payments and complete a checkout, after shopping, with little or no interaction with a service employee.' Researchers also studied correlations between technology readiness, perceived usefulness, perceived ease of use, and likelihood to use SCS. For the purpose of the study TRI 2.0 developed by Parasuraman and Colby (2015) was used along with items of perceived usefulness and perceived ease of use, adapted from Davis (1989), and items of 'likelihood to use' adapted from Bitner, Ostrom and Meuter (2002). The findings of the study reveal that respondents' technology readiness was moderate with respect to mobile based SCS. Significant positive correlations were found between: technology readiness and perceived ease of use, perceived ease of use and perceived usefulness, perceived ease of use and likelihood to use, perceived usefulness and likelihood to use. Further the respondents were categorised in to five technology segments as sceptics, explorers, pioneers, avoiders and hesitators.

Global information technology projects are risky with failure rates for customer relationship management information technology (CRM IT) projects estimated to 70 percent. These failures are often due to multiplicity of factors including poor risk management. The project management literature points out four broad types of risks: technical, external, organizational, and other risk factors. Project manager’s basic job, therefore, becomes to manage the risks and ensure that an IT project is steered to completion while meeting the objectives. Unmanaged risks run into chances of failure and ultimately impacting the CRM project and the reputation of the consultant. Payne and Frow’s (2005) advocates the need for a structured study on the information technology implementations of these projects. The objectives of the study are to investigate: how project risks in CRM- IT implementations impact the final outcome and how the risk management process adopted by the IT project manager impacts the final outcome of the project. The research was conducted administering questionnaire to 135 project managers. It was found that project risk impact cost, time, and technical performance and risk management process impacts planning, support of customers as well as top management.

No abstract

One of the key stakeholders in CRM implementations is the IT consultant, whose job is not only restricted to selecting the right package, but also ensure that the organisation implementing CRM is able to benefit from the same. For the IT consultant, CRM implementation is a technology project which enables resources for implementation. However 'success' per se has different meanings for various stakeholders and this article tries to analyse the definition of project success from a CRM project management perspective of an IT consultant. The article tries to look at the various factors that define success for CRM projects.