A Process Model for Successful CRM System Development

Authors:
Hee-Woong Kim
Affiliations:
National University of Singapore
Venue:
IEEE Software
Year:
2004

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Abstract

The failure rate of information systems development is estimated to be greater than 65 percent. Lowering the failure rate and supporting IS success are the ultimate goals of IS practitioners and researchers. However, few studies have focused on how the IS development process leads to successful consequences. The author argues that the state of knowledge in IS development is analogous to cooking with a list of ingredients but without the recipe. This study presents a process model for successful IS development, examining success and failure cases of customer relationship management system development to elucidate what factors are critical in IS development, how the factors influence each other, and how interplays among them lead to project outcome. The proposed model helps developers understand how to avoid repeating project failure patterns and can be used for guiding new IS development.