Website
http://dataportal.arc.gov.au/NCGP/API/grants/LP0455253
Funding Status
Closed
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Funded Activity Summary
Information Systems Enabled Corporate Transformation: Evaluation of Electronic Customer Relationship Management in the Service Sector. Customer relationship management (CRM) is a business and marketing strategy that integrates technology, process and business activities around the customer. Only 30% of electronic CRM efforts have been successfully implemented because stakeholder expectations are typically neglected. This issue underlines the importance of the ?soft? organisational issues involved with the evaluation of information systems. By evaluating the change management process and modelling the impact of e-CRM enabled change, management strategies will be developed to enable its successful implementation. The research will provide a greater understanding for evaluating the performance of e-CRM solutions, as well as uncover opportunities for organisational related change.Funded Activity Details
Start Date: 2004
End Date: 12-2007
Funding Scheme: Linkage Projects
Funding Amount: $210,000.00
Funder: Australian Research Council
Research Topics
ANZSRC Field of Research (FoR)
Interorganisational Information Systems | Information Systems | Information Systems Organisation | Information Systems Management |
