Unifying the fragmented models of information systems implementation
Critical issues in information systems research
Operationalising the implementation puzzle: an argument for eclecticism in research and in practice
European Journal of Information Systems
Software Engineering
Corporate Information Systems Management: Text and Cases
Corporate Information Systems Management: Text and Cases
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The promise of knowledge management systems is challenged by implementation problems. This CRM case illustrates that technology-driven approaches are not likely to succeed. It also indicates some limitations of top-down managerial interventions, arguing that we need a deeper understanding of learning processes to be able to implement KM systems successfully. A more experimental implementation strategy is suggested.