CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM IMPLEMENTATION PROCESS AND ITS CRITICAL SUCCESS FACTORS: A CASE STUDY

被引：2

作者：

Parahita, Anggraini Naya ^{[1
]}

Eitiveni, Imairi ^{[1
]}

Nurchahyo, Didy ^{[1
]}

Efendi, Muhamad ^{[1
]}

Shafarina, Respatia ^{[1
]}

Aristio, Andre Parvian ^{[2
]}

机构：

[1] Univ Indonesia, Fac Comp Sci, Jakarta, Indonesia

[2] Inst Teknol Sepuluh Nopember, Informat Syst Dept, Surabaya, Indonesia

来源：

13TH INTERNATIONAL CONFERENCE ON ADVANCED COMPUTER SCIENCE AND INFORMATION SYSTEMS (ICACSIS 2021) | 2021年

关键词：

CRM; Critical Success Factor; Tower provider; e-TOM framework;

D O I：

10.1109/ICACSIS53237.2021.9631314

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

Customer Relationship Management (CRM) system implementation is a complex exercise in organizational transformation. Although companies spend a fortune on CRM packages and the implementation process, they still face various problems. This paper explains the CRM implementation process in a tower provider company, including identifying issues, implementation phases, and the business process based on Enhanced Telecom Operations Maps (e-TOM) framework. An in-depth single case study was conducted to analyze which critical success factors (CSF) are necessary. The results from the case study suggest that people, technology, and processes are the essential perspectives of CRM implementation. These perspectives are detailed into eight CSFs. The findings also recommend emphasizing CRM implementation as a business solution, not only an IT solution. The implementation process and the CSFs guide practitioners to plan and monitor CRM implementation and for researchers as a foundation for future research.

引用

页码：319 / +

页数：7

共 16 条

[1] Bavarsad B., 2013, Interdisciplinary Journal of Contemporary Research in Business, V4, P845
[2] Methodology for customer relationship management
Chalmeta, Ricardo
[J]. JOURNAL OF SYSTEMS AND SOFTWARE, 2006, 79 (07) : 1015 - 1024
[3] Chen I. J., 2003, Business Process Management Journal, V9, P672, DOI 10.1108/14637150310496758
[4] Does information technology training really matter? A social information processing analysis of coworkers' influence on IT usage in the Workplace
Gallivan, MJ
Spitler, VK
Koufaris, M
[J]. JOURNAL OF MANAGEMENT INFORMATION SYSTEMS, 2005, 22 (01) : 153 - 192
[5] Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors
Garrido-Moreno, Aurora
Padilla-Melendez, Antonio
[J]. INTERNATIONAL JOURNAL OF INFORMATION MANAGEMENT, 2011, 31 (05) : 437 - 444
[6] Huang J, 2005, ETOM ITIL SHOULD YOU
[7] Khan H. U., 2016, NE DEC SCI I C 2016
[8] Understanding success and failure in customer relationship management
King, Stephen F.
Burgess, Thomas F.
[J]. INDUSTRIAL MARKETING MANAGEMENT, 2008, 37 (04) : 421 - 431
[9] Meyliana B., 2017, 2017 INT C RES INN I
[10] Nguyen T. V., 2016, 2016 INT J FINANCIAL

← 1 2 →