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

Alexander Schnepel (u. a.)

ISBN 10: 3843350515 / ISBN 13: 9783843350518

Published by LAP LAMBERT Academic Publishing, 2010

About this Item

Success Factors for e-CRM System Implementations | Which factors are important and why? | Alexander Schnepel (u. a.) | Taschenbuch | 92 S. | Englisch | 2010 | LAP LAMBERT Academic Publishing | EAN 9783843350518 | Verantwortliche Person für die EU: preigu GmbH & Co. KG, Lengericher Landstr. 19, 49078 Osnabrück, mail[at]preigu[dot]de | Anbieter: preigu.

Seller Inventory # 107243808

Bibliographic Details

• Title: Success Factors for e-CRM System Implementations | Which factors are important and why?
• Publisher: LAP LAMBERT Academic Publishing
• Publication Date: 2010
• Language: English
• ISBN 10: 3843350515
• ISBN 13: 9783843350518
• Binding: Taschenbuch
• Condition: Neu
• Dimensions: 220W x 150H x 7D millimeters 220 millimeters width by 150 millimeters height by 7 millimeters depth
• Weight: 155 grams
• Seller catalogs:
  • Bücher

About this title

Synopsis

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.

About the Author

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 Montréal (2006). Since 2007 he has been working as a CEO Management Assistant and Project Manager for market leading companies in Germany.