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.
In: 15th Americas Conference on Information Systems 2009 : AMCIS 2009 ; San Francisco, California, USA, 6 - 9 August 2009. - Red Hook, NY : Curran , 2009
ISBN 978-1-61567-581-4

Official URL:

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:	Article in a book
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 > Chair Business Administration XVII - Information Systems and Value-Based Business Process Management Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Business Administration XVII - Information Systems and Value-Based Business Process Management > Chair Information Systems and Value-Based Business 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 > Branch Business and Information Systems Engineering of Fraunhofer FIT Research Institutions > Affiliated Institutes > FIM Research Center for 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:	24 Nov 2023 11:15
URI:	https://eref.uni-bayreuth.de/id/eprint/8267