Multivariate data analysis (4th ed.): with readings
Multivariate data analysis (4th ed.): with readings
Information Systems Methodologies; A Framework for Understanding, 2nd Ed.
Information Systems Methodologies; A Framework for Understanding, 2nd Ed.
An Approach for Method Reengineering
ER '01 Proceedings of the 20th International Conference on Conceptual Modeling: Conceptual Modeling
Data Mining: Concepts and Techniques
Data Mining: Concepts and Techniques
Situational method engineering: combining assembly-based and roadmap-driven approaches
Requirements Engineering
HICSS '09 Proceedings of the 42nd Hawaii International Conference on System Sciences
Situational Method Engineering: Fundamentals and Experiences
Situational Method Engineering: Fundamentals and Experiences
Design and natural science research on information technology
Decision Support Systems
Design science in information systems research
MIS Quarterly
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In this paper, customer relationship management (CRM) is focused as one particular field of application for design science research (DSR) In managerial practice, it can be observed that CRM is approached differently by diverse organizations; moreover, the need for adaptable (“situational”) models and methods in support of CRM (so-called “CRM artifacts”) is postulated both in scientific theory and in practice The paper at hand aims at contributing to this field by reporting on the results of an exploratory analysis Based on our empirical evidence, we propose to differentiate between four distinct realization approaches of CRM: (1) initial CRM; (2) IT-focused CRM; (3) mature CRM; (4) selective CRM Each of these approaches is characterized by a unique vector of realization degrees with respect to four CRM design factors and represents an exemplary, generalized way of how organizations deal with CRM These insights are particularly useful for the construction of situational CRM artifacts within DSR.