Strategic issues in customer relationship management (CRM) implementation

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

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Official URL: https://www.emerald.com/insight/content/doi/10.110...

Abstract

The 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. This paper offers a modest contribution through the analysis of a case study of a CRM implementation at a UK-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. © 2003, MCB UP Limited

Item Type:	Article
Peer-reviewed:	Yes
Date Deposited:	16 Apr 2008 09:58
Publisher:	Emerald
Additional Information:	This article was originally published following peer-review in Business Process Management Journal, published by and copyright Emerald.
Divisions:
Subject terms:	0806 Information Systems, 1503 Business and Management, Business & Management
URI:	https://e-space.mmu.ac.uk/id/eprint/23552
DOI:	https://doi.org/10.1108/14637150310496703
ISSN	1463-7154

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