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CRM packaged software: a study of organisational experiences

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

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    Abstract

    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.

    Item Type: Article
    Themes: Subjects / Themes > H Social Sciences > HF Commerce > HF5001 Business
    Subjects / Themes > Q Science > QA Mathematics > QA075 Electronic computers. Computer science > QA076 Computer software
    Subjects outside of the University Themes
    Schools: Colleges and Schools > College of Arts & Social Sciences > School of Arts & Media > Communication, Cultural & Media Studies Research Centre
    Colleges and Schools > College of Arts & Social Sciences
    Colleges and Schools > College of Arts & Social Sciences > School of Arts & Media
    Journal or Publication Title: Business Process Management Journal
    Publisher: Emerald
    Refereed: Yes
    ISSN: 1463-7154
    Depositing User: H Kenna
    Date Deposited: 05 Jan 2009 09:50
    Last Modified: 20 Aug 2013 16:50
    URI: http://usir.salford.ac.uk/id/eprint/873

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