An overview of success factors for CRM

Arab, Farnaz; Selamat, Hazlina; Zamani, Mazdak

doi:10.1109/icife.2010.5609453

Cited by 18 publications

(21 citation statements)

References 8 publications

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“…Tohidi and Jabbari (2011) define CRM as a vital to realize the information infrastructures that increase the responsiveness power during compositional pressures in an organization. Arab, Selamat, Ibrahim and Zamani (2010) point out that although the potentials of CRM are evident in public sectors or government departments only few successful CRM implementation strategies are known in practice. They further point out that CRM projects would stand a small chance of success without considering Critical Success Factors.…”

Section: Customer Relationship Managementmentioning

confidence: 99%

“…Vazifehdust, Shahnavazi, Jourshari, and Sharifi (2012) alludes that despite the popularity of CRM systems, their success is turning out to be illusive. Arab, Selamat, Ibrahim and Zamani (2010) also point out that although the potential of the CRM is evident in government, only a few successful CRM implementation projects are known in practice. They further point out that a CRM project stands a small chance of success without considering critical success factors (CSFs).…”

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confidence: 99%

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Critical Success Factors in Customer Relationship Management Strategy in the Local Government Authorities in Zimbabwe

Chiguvi¹,

Tadu²,

Dube³

2019

IJMS

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The aim of the study was to identify critical success factors in customer relationship management strategy success in the local government authorities in Zimbabwe. A thorough abridgment of the literature was conducted, mainly to understand the nature and structure of local government authorities in Zimbabwe as well as to identify critical success factors in CRM strategy success. A Meta-analysis methodology was employed and explanatory research approach was adopted by means of a survey strategy. 197 questionnaires have been collected from twenty-one local government authorities in Zimbabwe. The findings of the study revealed that all of the ten critical success factors are significant and positively linked to CRM strategy success. Furthermore, the statistical tests show that success and failure of CRM strategy success are highly dependent on four major critical success factors including Implementation Approach, Change Management, Metrics and Implementation Strategy. However, process design and Buy-in Approach and Adoption have low significance impact in CRM strategy success in local government authorities in Zimbabwe. The results of the data analysis led to the creation of a framework which outlines the critical success factors in CRM strategy success in local government authorities in Zimbabwe and the CRM implementation Index which need to be followed before implementing the CRM strategy. This study has clearly indicated that customer relationship management forms a powerful strategy that local government authorities should apply to manage long-term relationships with their key stakeholders.

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Section: Customer Relationship Managementmentioning

confidence: 99%

mentioning

confidence: 99%

Critical Success Factors in Customer Relationship Management Strategy in the Local Government Authorities in Zimbabwe

Chiguvi¹,

Tadu²,

Dube³

2019

IJMS

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“…People, process, and technology are the aspects or key dimensions in succeeding the implementation of information technology (Chen and Popovich, 2003). There were some researchers who investigated classifying CSFs using people, process, and technology approach in order to support CRM implementation success (Ali and Alshawi, 2003;Mendoza et al, 2007;Almotairi, 2009;Arab et al, 2010;Askool and Nakata, 2010). Chen and Popovich (2003) explained that the CRM implementation model which integrates people, process, and technology in the context of an enterprise-wide customerdriven, technology-integrated, cross-functional organisation, will deliver the best result towards the company.…”

Section: People Process and Technology Frameworkmentioning

confidence: 99%

“…Budget usage needs to be controlled and checked rigorously throughout the implementation because expense rise is aligned with implementation lateness. CRM implementation budget is generally huge (Arab et al, 2010;Malhotra and Ho, 2010).…”

Section: • Budgetmentioning

confidence: 99%

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The critical success factors for customer relationship management implementation: a systematic literature review

Budiardjo

Meyliana

Hidayanto

2016

IJBIS

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The implementation of customer relationship management (CRM) is one of the most common strategies applied by companies to enhance customer relationship and highly related to technology. In fact, it is not easy to successfully implement this strategy because it requires a huge investment and is influenced by other critical factors. This research aims to synthesise critical success factors (CSFs) from CRM implementation using a systematic literature review approach to papers published in 2001-2014. According to the findings towards 53 relevant papers, technology selection and adaptation (technological readiness) are the most dominant factors. Furthermore, the synthesis finding also shows CSF research shifting to social media, and turns out as the difference between CRM and social CRM implementation.

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An Enriched Framework for CRM Success Factors Outlining Data Analytics Capabilities’ Dimension

Jabado

Jallouli

2021

The Importance of New Technologies and Entrepreneurship in Business Development: In the Context of Economic Diversity in Develo

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The evolution of Big Data has been attracting many researchers who emphasized on the growing role of data analytics capabilities (DAC) in enhancing marketing decisions within enterprises. Although various hypothesis and theories have been previously generated, yet case studies validating them by real-life examples have been scarce. This research paper serves as an exploratory qualitative research, based on a single case study with a retail company established in Lebanon: The United Company for Central Markets SARL (UCCM). The grocery retail industry is a good example because it’s changing faster than most other complex industries, making it harder to detect and keep any competitive advantage. The study on hand aims to inductively develop theory further, and reflects UCCM’s results by illustrating an enriched conceptual framework for understanding how efficient CRM systems, when integrated with DAC, can enhance Marketing decisions during times of crisis management. UCCM’s research design and decision-making process allow addressing DAC as a new key dimension for the enriched conceptual framework. UCCM’s results also clarify how DAC play a crucial integrative role in adding value to the three factors of a CRM successful implementation: People, Technology and Process. The enriched conceptual framework proves to be a valuable heuristic tool that highlights the importance of establishing and acquiring a new skill set of competencies that combine Marketing with technologies and data analytics, especially during times of crisis management.

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An overview of success factors for CRM

Abstract: Customer Relationship Management has become the main interest of researchers and practitioners especially in the domains of Marketing and Information Systems (IS). This paper is an overview on success factors that could facilitate successful implementation of CRM.

Cited by 18 publications

References 8 publications

Critical Success Factors in Customer Relationship Management Strategy in the Local Government Authorities in Zimbabwe

Critical Success Factors in Customer Relationship Management Strategy in the Local Government Authorities in Zimbabwe

The critical success factors for customer relationship management implementation: a systematic literature review

An Enriched Framework for CRM Success Factors Outlining Data Analytics Capabilities’ Dimension

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