Measuring CRM and SCM benefits : a preliminary measurement model

Wang, Wenjuan, Sedera, Darshana, & Tan, Felix T.C. (2009) Measuring CRM and SCM benefits : a preliminary measurement model. In Pacific Asia Conference on Information Systems 2009, 10-12 July 2009, Novotel, Hyderabad, India.

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Organizations invest heavily in Customer Relationship Management (CRM) and Supply Chain Management (SCM) systems, and their related infrastructure, presumably expecting positive benefits to the organization. Assessing the benefits of such applications is an important aspect of managing such systems. Considering the salient differences between CRM and SCM applications with other intra-organizational applications, existing Information Systems benefits measurement models and frameworks are ill-suited to gauge benefits of inter-organizational systems. This paper reports the preliminary findings of a measurement model developed to assess benefits of CRM and SCM applications. The preliminary model, which reflects the characteristics of the Analytic Theory, is derived using a review of 55 academic studies and 44 papers from the practice. Six hundred and six identified benefits were then synthesized in to 74 non-overlapping benefits, arranged under six dimensions.

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ID Code: 30019
Item Type: Conference Paper
Refereed: Yes
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600) > Information Systems Management (080609)
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Past > Schools > School of Information Technology
Copyright Owner: Copyright 2009 [please consult the authors]
Deposited On: 28 Jan 2010 21:56
Last Modified: 27 Jan 2015 04:58

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