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An Organizational Perspective on Critical Success Factors for Customer Relationship Management : A Descriptive Case Study

Title data

Kamprath, Nora ; Röglinger, Maximilian:
An Organizational Perspective on Critical Success Factors for Customer Relationship Management : A Descriptive Case Study.
2009
Event: 15th Americas Conference on Information Systems (AMCIS) , 6.-9. Aug. 2009 , San Francisco, USA.
(Conference item: Conference , Paper )

Official URL: Volltext

Abstract in another language

Despite much IS research on CRM in general and CRM-related critical success factors (CSFs) in particular, CRM projects are still subject to high failure rates. Most current CSF studies focus on a project or technological perspective. What they neglect, for instance, is an organizational perspective, i. e. the setting in which people execute operational CRM processes and which should be considered and/or established during CRM projects. In order to provide deeper insights into the organizational perspective, we conducted a descriptive case study within a CRM project at the German sales department of a globally acting company from the electronics and electrical engineering industry. We also had the chance to analyze two of the company’s so-called sales business types (SBTs), namely “product sales” and “solution sales”. We identified 13organizational CSFs, compiled a ranking for each SBT, and conducted a cross-SBT analysis

Further data

Item Type: Conference item (Paper)
Refereed: Yes
Keywords: Customer Relationship Management; Critical Success Factors; Organizational Perspective; 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: 09 Apr 2015 06:21
Last Modified: 31 May 2017 12:37
URI: https://eref.uni-bayreuth.de/id/eprint/8267