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
Collaborative Commerce for SMEs in Regional Knowledge Networks. This research project will investigate the most effective and efficient models for regional SMEs to engage in collaborative online commerce. The study will evaluate different models of (cross) regional collaboration and the knowledge management support mechanisms needed to facilitate these. An online assessment system will be developed which can be used by SMEs, SME clusters and local government to identify best fit models for c-com ....Collaborative Commerce for SMEs in Regional Knowledge Networks. This research project will investigate the most effective and efficient models for regional SMEs to engage in collaborative online commerce. The study will evaluate different models of (cross) regional collaboration and the knowledge management support mechanisms needed to facilitate these. An online assessment system will be developed which can be used by SMEs, SME clusters and local government to identify best fit models for c-commerce. A methodology for benefits appraisal of c-commerce will be made available for continual monitoring of real value accrual. Policy guides will be developed for local government identifying best practice models for ICT infastructure development.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