e-space
Manchester Metropolitan University's Research Repository

Strategic issues in customer relationship management (CRM) implementation

Bull, Christopher M. (2003) Strategic issues in customer relationship management (CRM) implementation. Business Process Management Journal, 9 (5). pp. 592-602. ISSN 1463-7154

[img]
Download (68kB)

Abstract

A number of Customer Relationship Management (CRM) implementations has grown dramatically in recent years. However, few academic studies of the issues associated with the implementation of the concept are available. In this paper, the author offers a modest contribution through the analysis of a case study of a CRM implementation at a United Kingdom based manufacturing company. The case study illustrates that CRM is a complex and holistic concept, organised around business processes and the integration of information technologies. The study also highlights that implementing CRM requires effective leadership, sourcing, targeting and evaluation strategies.

Impact and Reach

Statistics

Downloads
Activity Overview
5,518Downloads
338Hits

Additional statistics for this dataset are available via IRStats2.

Altmetric

Actions (login required)

Edit Item Edit Item