ACM SIGSOFT Software Engineering Notes
Investigating information systems with action research
Communications of the AIS
ACM SIGSOFT Software Engineering Notes
Enterprise Integration
Introduction to Information in Technology
Introduction to Information in Technology
Data Mining: Practical Machine Learning Tools and Techniques, Second Edition (Morgan Kaufmann Series in Data Management Systems)
Decision Support and Business Intelligence Systems (8th Edition)
Decision Support and Business Intelligence Systems (8th Edition)
Computers and Industrial Engineering
A strategy-based process for effectively determining system requirements in eCRM development
Information and Software Technology
Conceptual framework for business processes compositional verification
Information and Software Technology
International Journal of Information Management: The Journal for Information Professionals
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Most organizations have perceived the customer relationship management (CRM) concept as a technological solution for problems in individual areas, accompanied by a great deal of uncoordinated initiatives. Nevertheless, CRM must be conceived as a strategy, due to its human, technological, and processes implications, at the time an organization decides to implement it. On this basis, the main goal stated in this research is to propose, justify, and validate a model based on critical success factors (CSFs) that will constitute a guide for companies in the implementation and diagnosis of a CRM strategy. The model is conformed by a set of 13 CSFs with their 55 corresponding metrics, which will serve as a guide for organizations wishing to apply this type of strategy. These factors cover the three key aspects of every CRM strategy (human factor, processes, and technology); giving a global focus and propitiating success in the implementation of a CRM strategy. These CSFs - and their metrics - were evaluated by a group of internationally experts allowing determining guidelines for a CRM implementation as well as the probable causes of the deficiencies in past projects.