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Towards a CRM and SCM Benefits Measurement Model

Sedera, Darshana & Wang, Wenjuan (2009) Towards a CRM and SCM Benefits Measurement Model. In ICIS 2009 Proceedings. Paper 85., AIS Electronic Library (AISeL), Pheonix AZ.

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Abstract

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 systems is an important aspect of managing such systems. Given the substantial differences between CRM and SCM systems with traditional intra-organizational applications, existing Information Systems benefits measurement models and frameworks are ill-suited to gauge CRM and SCM benefits. This paper reports the preliminary findings of a research that seeks to develop a measurement model to assess benefits of CRM and SCM applications. The a-priori benefits measurement model is developed reviewing the 55 academic studies and 40 practitioner papers. The review of related literature yielded 606 benefits, which were later synthesized into 74 mutually exclusive benefit measures of CRM and SCM applications arranged under five dimensions.

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ID Code: 45634
Item Type: Conference Paper
Keywords: OAVJ
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Copyright Owner: AIS Electronic Library (AISeL)
Deposited On: 30 Aug 2011 05:39
Last Modified: 29 Feb 2012 14:34

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