Articlegreen2003

CRM packaged software: a study of organisational experiences

46 citations0/0 files storedBusiness Process Management Journal

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Corporate Governance and Management Information Technology Governance and Strategy ERP Systems Implementation and Impact

Abstract

Customer relationship management (CRM) packaged software has become a key contributor to attempts at aligning business and IT strategies in recent years. Throughout the 1990s there was, in many organisations' strategies, a shift from the need to manage transactions and toward relationship management. Where enterprise resource planning packages dominated the management of transactions era, CRM packages lead in regard to relationships. At present, balanced views of CRM packages are scantly presented, instead relying on vendor rhetoric. This paper uses case study research to analyse some of the issues associated with CRM packages. These issues include the limitations of CRM packages, the need for a relationship orientation and the problems of a dominant management perspective of CRM. It is suggested that these issues could be more readily accommodated by organisational detachment from beliefs in IT as utopia, consideration of prior IS theory and practice and a more informed approach to CRM package selection.

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References

1998Putting the enterprise into the enterprise system.2000The Enterprise System Experience— From Adoption to Success 1999A critical success factors model for ERP implementation 2000Enterprise resource planning: cultural fits and misfits 1994Quo Vadis, marketing? Toward a relationship marketing paradigm 2000Customer Relationship Management (CRM) in financial services 1997The Magic Bullet Theory in IT-Enabled Transformation 1988Implementing Packaged Software

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2016CRM Adoption in a Higher Education Institution 2009Trends, Topics and Under-Researched Areas in CRM Research : A Literature Review 2010Customer Relationship Management (CRM) systems, intermediation and disintermediation: The case of INSG 2013Adoption of Customer Relationship Management in the Service Sector and Its Impact on Performance 2006Towards a Definition of a CRM System Life-cycle

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