Factors Affecting the Realisation of Benefits from CRM Packaged Software-based Work Systems
نویسندگان
چکیده
The paper explores the factors that may be important for organisations wanting to realise the benefits from their investment in CRM packaged software. Its major contribution is the development and preliminary validation of a model of factors that are important for the realisation of benefits from CRM packaged software-based work systems. Using a combination of literature review and content analysis of ten case studies, the study identifies 24 factors that appear to be important for an organisation currently or about to implement CRM packaged software. The most important factors identified are: the strategy adopted by an organisation to implement their packaged software; the overall data strategy and supporting data infrastructure; integration between other systems and data repositories; and clearly defined and communicated, roles and responsibilities.
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