CRM packaged software : a study of organisational experiences

Light, Ben (2003) CRM packaged software : a study of organisational experiences. Business Process Management Journal, 9(5), pp. 603-616.

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Customer Relationship Management (CRM) packaged software has become a key contributor to attempts at aligning business and IT strategies in recent years. Throughout the 1990s there was, in many organisations strategies, a shift from the need to manage transactions and toward relationship management. Where Enterprise Resource Planning packages dominated the management of transactions era, CRM packages lead in regard to relationships. At present, balanced views of CRM packages are scantly presented instead relying on vendor rhetoric. This paper uses case study research to analyse some of the issues associated with CRM packages. These issues include the limitations of CRM packages, the need for a relationship orientation and the problems of a dominant management perspective of CRM. It is suggested that these issues could be more readily accommodated by organisational detachment from beliefs in IT as utopia, consideration of prior IS theory and practice and a more informed approach to CRM package selection.

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ID Code: 75721
Item Type: Journal Article
Refereed: Yes
Additional URLs:
Keywords: CRM, Packaged software, IS implementation, customer information, customer service management, computer software
DOI: 10.1108/14637150310496712
ISSN: 1758-4116
Subjects: Australian and New Zealand Standard Research Classification > LANGUAGES COMMUNICATION AND CULTURE (200000) > COMMUNICATION AND MEDIA STUDIES (200100)
Divisions: Current > QUT Faculties and Divisions > Creative Industries Faculty
Copyright Owner: Copyright 2003 Emerald Group Publishing Ltd.
Deposited On: 27 Aug 2014 23:59
Last Modified: 27 Jul 2016 15:13

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