A Protocol for Customer Relationship Management Implementation and Evaluation. In 2001, companies worldwide invested US$20 billion (US$125 billion by 2004) in Customer Relationship Management (CRM). Despite the magnitude of this investment, the general consensus among practitioners is that most CRM systems have failed to live up to expectations. This is somewhat alarming, given that the theoretical underpinnings of relationship management are both well developed and intuitively sound. This pr ....A Protocol for Customer Relationship Management Implementation and Evaluation. In 2001, companies worldwide invested US$20 billion (US$125 billion by 2004) in Customer Relationship Management (CRM). Despite the magnitude of this investment, the general consensus among practitioners is that most CRM systems have failed to live up to expectations. This is somewhat alarming, given that the theoretical underpinnings of relationship management are both well developed and intuitively sound. This project investigates the contradiction between relationship theory and CRM practice. It will identify and synthesise critical factors in the success or failure of attempts to implement CRM as a preliminary stage to developing a protocol for successful CRM implementation and evaluation.Read moreRead less
Supply Chain Management and eProcurement. This project will assist Australian firms assess the impact of emerging Internet-enabled electronic business (e-business) initiatives in the area of procurement and supply chain management. The aims are to identify factors that constrain/enable e-procurement in creating sustained value; describe key elements of suceses in the development, application and effective use of e-procurement; provide the basis for assessing progress in understanding and use of ....Supply Chain Management and eProcurement. This project will assist Australian firms assess the impact of emerging Internet-enabled electronic business (e-business) initiatives in the area of procurement and supply chain management. The aims are to identify factors that constrain/enable e-procurement in creating sustained value; describe key elements of suceses in the development, application and effective use of e-procurement; provide the basis for assessing progress in understanding and use of successive waves of innovation in areas of e-procurement and supply chain management; and develop industry benchmarks for critical dimensions of effectiveness in these areas.Read moreRead less
Outsourcing - Leveraging productivity improvements and better performance from new approaches. Through exploring customer expectations, reasons for outsourcing, and the results obtained, this research will discover those success factors that contribute to positive outsourcing outcomes for key stakeholders, such as the labour force, the outsourcing company and the customer. It will develop models to leverage current performance and use the resulting knowledge to improve Australia's performance in ....Outsourcing - Leveraging productivity improvements and better performance from new approaches. Through exploring customer expectations, reasons for outsourcing, and the results obtained, this research will discover those success factors that contribute to positive outsourcing outcomes for key stakeholders, such as the labour force, the outsourcing company and the customer. It will develop models to leverage current performance and use the resulting knowledge to improve Australia's performance in outsourcing sectors such as Business Processes and IT. The project will lead to a robust, long-term relationship between industry and academia to produce industry relevant, theoretically sound research.Read moreRead less