Success Factors for e-CRM System Implementations: Which factors are important and why? - Couverture souple

Schnepel, Alexander; Hope, Beverley

9783843350518: Success Factors for e-CRM System Implementations: Which factors are important and why?

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ISBN 10 : 3843350515 ISBN 13 : 9783843350518

Editeur : LAP Lambert Academic Publishing, 2010

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Academia and practice have shown high interest in Customer Relationship Management systems and their implementation for years. However, implementing such a system successfully has often remained an illusion with project failures rates as high as 70 percent. Various studies have tried to identify factors salient for a successful implementation and develop frameworks and models that could enhance the understanding for successful implementations. So far no unifying and integrating academic framework has emerged and each study so far has only addressed parts of the topic. Therefore, we present the "e-CRM star" framework integrating success factors out of the areas strategy, people, business processes, technology, and organisational culture. In a single- case study in one of the largest banks and IT user in New Zealand and a leader in CRM applications, we found that the "e-CRM" star is indeed a useful theoretical tool to analyse salient success factors and why they are important.

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� propos des auteurs

Alexander studied Economics and Information Systems at the University of Bremen and Victoria University of Wellington. He was awarded 2 scholarships (2005,2006) by Victoria University and 1 by HEC Montr�al (2006). Since 2007 he has been working as a CEO Management Assistant and Project Manager for market leading companies in Germany.

Alexander studied Economics and Information Systems at the University of Bremen and Victoria University of Wellington. He was awarded 2 scholarships (2005,2006) by Victoria University and 1 by HEC Montr�al (2006). Since 2007 he has been working as a CEO Management Assistant and Project Manager for market leading companies in Germany.

Les informations fournies dans la section � A propos du livre � peuvent faire r�f�rence � une autre �dition de ce titre.

�diteur: LAP Lambert Academic Publishing
Date d'�dition: 2010
Langue: anglais
ISBN 10: 3843350515
ISBN 13: 9783843350518
Reliure: Broch�
Nombre de pages: 92
Coordonn�es du fabricant: non disponible
Personne responsable: KreGa Onlinehandel GmbH
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Success Factors for e-CRM System Implementations

Alexander Schnepel

Edit� par LAP LAMBERT Academic Publishing Okt 2010, 2010

ISBN 10 : 3843350515 ISBN 13 : 9783843350518

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Taschenbuch. Etat : Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -Academia and practice have shown high interest in Customer Relationship Management systems and their implementation for years. However, implementing such a system successfully has often remained an illusion with project failures rates as high as 70 percent. Various studies have tried to identify factors salient for a successful implementation and develop frameworks and models that could enhance the understanding for successful implementations. So far no unifying and integrating academic framework has emerged and each study so far has only addressed parts of the topic. Therefore, we present the 'e-CRM star' framework integrating success factors out of the areas strategy, people, business processes, technology, and organisational culture. In a single- case study in one of the largest banks and IT user in New Zealand and a leader in CRM applications, we found that the 'e-CRM' star is indeed a useful theoretical tool to analyse salient success factors and why they are important. 92 pp. Englisch. N� de r�f. du vendeur 9783843350518

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Success Factors for e-CRM System Implementations

Alexander Schnepel|Beverley Hope

Edit� par LAP LAMBERT Academic Publishing, 2010

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Success Factors for e-CRM System Implementations

Alexander Schnepel

Edit� par LAP LAMBERT Academic Publishing Okt 2010, 2010

ISBN 10 : 3843350515 ISBN 13 : 9783843350518

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Taschenbuch. Etat : Neu. Neuware -Academia and practice have shown high interest in Customer Relationship Management systems and their implementation for years. However, implementing such a system successfully has often remained an illusion with project failures rates as high as 70 percent. Various studies have tried to identify factors salient for a successful implementation and develop frameworks and models that could enhance the understanding for successful implementations. So far no unifying and integrating academic framework has emerged and each study so far has only addressed parts of the topic. Therefore, we present the 'e-CRM star' framework integrating success factors out of the areas strategy, people, business processes, technology, and organisational culture. In a single- case study in one of the largest banks and IT user in New Zealand and a leader in CRM applications, we found that the 'e-CRM' star is indeed a useful theoretical tool to analyse salient success factors and why they are important.Books on Demand GmbH, �berseering 33, 22297 Hamburg 92 pp. Englisch. N� de r�f. du vendeur 9783843350518

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Success Factors for e-CRM System Implementations : Which factors are important and why?

Alexander Schnepel

Edit� par LAP LAMBERT Academic Publishing, 2010

ISBN 10 : 3843350515 ISBN 13 : 9783843350518

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Taschenbuch. Etat : Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - Academia and practice have shown high interest in Customer Relationship Management systems and their implementation for years. However, implementing such a system successfully has often remained an illusion with project failures rates as high as 70 percent. Various studies have tried to identify factors salient for a successful implementation and develop frameworks and models that could enhance the understanding for successful implementations. So far no unifying and integrating academic framework has emerged and each study so far has only addressed parts of the topic. Therefore, we present the 'e-CRM star' framework integrating success factors out of the areas strategy, people, business processes, technology, and organisational culture. In a single- case study in one of the largest banks and IT user in New Zealand and a leader in CRM applications, we found that the 'e-CRM' star is indeed a useful theoretical tool to analyse salient success factors and why they are important. N� de r�f. du vendeur 9783843350518

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