Titlebar

Export bibliographic data
Literature by the same author
plus on the publication server
plus at Google Scholar

 

Operational and Work System-related Success Factors for Customer Relationship Management in "Product Sales" and "Solution Sales" : a descriptive Case Study

Title data

Kamprath, Nora ; Röglinger, Maximilian:
Operational and Work System-related Success Factors for Customer Relationship Management in "Product Sales" and "Solution Sales" : a descriptive Case Study.
2010
Event: 18th European Conference on Information Systems (ECIS) , 7.-9. Juni 2010 , Pretoria, South Africa.
(Conference item: Conference , Paper )

Official URL: Volltext

Abstract in another language

Despite much IS research on customer relationship management (CRM) and respective (critical) success factors (SFs), CRM initiatives are still subject to high failure rates. One reason may be that many studies rather exclusively deal with a technological and project perspective and thus focus on CRM-related IT systems and their introduction. As a consequence, no holistic perspective on CRM in the sense of an integrated and IT-reliant work system is taken on. In addition, existing SFs are rather abstract and barely useful for practitioners. Thus, there is a research need for SFs that are concrete – which will be referred to as operational – and beyond IT. In order to attain preliminary knowledge, we conducted a descriptive single-case study within the German sales department of a global company from the electronics and electrical engineering industry. In the course of a two-stage data collection and analysis process, 56 sales managers of the two sales types “product sales” and “solution sales” were interviewed as regards organizational setting, sales process, and information requirements. As contribution, we propose rankings of operational and work system-related SFs, additional qualitative information, and differences between “product sales” and “solution sales”.

Further data

Item Type: Conference item (Paper)
Refereed: Yes
Keywords: Customer Relationship Management; Sales Departments; Success Factors; Case Study
Institutions of the University: Faculties > Faculty of Law, Business and Economics > Department of Business Administration
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Professorship Business Information Systems and Value Oriented Process Management
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Professorship Business Information Systems and Value Oriented Process Management > Professorship Business Information Systems and Value Oriented Process Management - Univ.-Prof. Dr. Maximilian Röglinger
Profile Fields
Profile Fields > Emerging Fields
Profile Fields > Emerging Fields > Innovation and Consumer Protection
Research Institutions
Research Institutions > Affiliated Institutes
Research Institutions > Affiliated Institutes > Fraunhofer Project Group Business and Information Systems Engineering
Research Institutions > Affiliated Institutes > FIM Research Center Finance & Information Management
Faculties
Faculties > Faculty of Law, Business and Economics
Result of work at the UBT: No
DDC Subjects: 000 Computer Science, information, general works > 004 Computer science
300 Social sciences > 330 Economics
Date Deposited: 08 Apr 2015 07:42
Last Modified: 31 May 2017 12:34
URI: https://eref.uni-bayreuth.de/id/eprint/8266