A multi-layered approach to CRM implementation: An integration perspective

Finnegan, David; Currie, Wendy L.

doi:10.1016/j.emj.2009.04.010

Cited by 90 publications

(56 citation statements)

References 10 publications

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“…The failure rate of CRM implementation is quite high [7], [8]. For example, , in 2001 the failure rate of CRM projects was estimated to be from 55% to 75% [9].…”

Section: Introductionmentioning

confidence: 99%

Customer Relationship Management (CRM) Processesfrom Theory to Practice: The Pre-implementation Plan ofCRM System

Rababah¹

2011

IJEEEE

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Abstract-Customer relationship management (CRM) has the potential for achieving success and growth for organizations in the nowadays environment of extensive competition and rapid technological development. CRM enables organizations to know their customers better and to build sustainable relationships with them. However, CRM is considered as buzzword and it is not understood well. The main components of CRM are people, technology, and processes. This paper provides an extensive review of the literature regarding the CRM processes. This review aims to increase the understanding of the different perspectives and the various types and levels of CRM processes. This paper reveals that there are four major perspectives of CRM processes which are customer facing level processes, customer oriented processes, cross functional CRM processes, and CRM macro-level processes. This paper recommends that for ensuring the successful adoption and implementation of any CRM initiative, organization should understand the different levels of CRM process and the integrated activities among the CRM processes at each level. In addition, for organizations to be successful adopters and implementers of CRM programs/systems, they should understand the need for business process reengineering and effective anticipation and management of the change that may accompany any CRM initiative. This paper suggests a pre-implementation plan for CRM programs/systems. Such a plan aims to initiate and communicate a customer-oriented culture within the organization. This step emphasizes on increasing the understanding of CRM concept and communicating and spreading the knowledge of the promising benefits of CRM programs/systems to all parties in the organization. All that will contribute in increasing the success rate of CRM programs/systems implementation.

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“…The failure rate of CRM implementation is quite high [7], [8]. For example, , in 2001 the failure rate of CRM projects was estimated to be from 55% to 75% [9].…”

Section: Introductionmentioning

confidence: 99%

Customer Relationship Management (CRM) Processesfrom Theory to Practice: The Pre-implementation Plan ofCRM System

Rababah¹

2011

IJEEEE

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“…Information, human resource and technology have been identified as major component of CRM. Meantime, intellectual capital like 'knowledge' of the organisation is playing major role in the implementation of effective CRM strategy which is based on participatory approach (Finnegan & Currie, 2010). As a result, the term 'knowledge resources' are often used in CRM research studies, and knowledge management is dominating in every corner of organisational studies.…”

Section: Background Of the Studymentioning

confidence: 99%

Knowledge management as a strategy of customer relationship management: A study of tourism industry in Vietnam

Ngo¹

2017

PROSOC

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This study focuses on understanding the application of knowledge management practices as strategies of customer relationship management by managers in hospitality industry in Vietnam. Thirty in-depth interviews with managers and executives who are involved in tourism-related activities in small and medium enterprises (SMEs) in tourism industry in different destinations in Vietnam facilitated the analysis. The analysis was carried out in the light of grounded theory. The analysis indicated that the use of customer relationship management (CRM) strategies in SMEs in tourism industry is at a moderate level. Yet, the performance of personalities who are involved in CRM activities in their jobs is intervened by knowledge management and dynamic capabilities. Precisely, while knowledge management mediates, dynamic capabilities moderate the relationship between CRM and performance of SMEs in tourism industry in Vietnam.

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“…Over the last 2 years, few topics have generated as much interest among academics and practitioners as has customer relationship management (CRM) (Zablah et al, 2004). As part of efforts to find the drivers of CRM success or failure, academics and practitioners have performed many studies on performance measurement, or success or failure models of CRM systems (Finnegan and Currie, 2009;Kim and Kim, 2009;King and Burgess, 2008).…”

Section: Introductionmentioning

confidence: 99%

The value chain of citizen relationship management (CzRM): A framework for improvement

Zamanian¹,

Mohammad²,

Seyed³

2011

Afr. J. Bus. Manage.

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Nowadays governments have recognized the need to improve their relationship with citizens, and to put citizens' needs at the center of government thinking. Citizen relationship management (CzRM) is derived from the commercial concept customer relationship management (CRM). In this paper, the value chain model of CzRM is proposed, which combines a set of functionalities obtained from CRM and good governance literature. This model is a framework for understanding current situation of CzRM and opportunities for improvement which enables governments to become more citizens centric. Finally, the results of implementing the proposed model in an Iranian governmental organization are presented as an empirical study.

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A multi-layered approach to CRM implementation: An integration perspective

Cited by 90 publications

References 10 publications

Customer Relationship Management (CRM) Processesfrom Theory to Practice: The Pre-implementation Plan ofCRM System

Customer Relationship Management (CRM) Processesfrom Theory to Practice: The Pre-implementation Plan ofCRM System

Knowledge management as a strategy of customer relationship management: A study of tourism industry in Vietnam

The value chain of citizen relationship management (CzRM): A framework for improvement

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