Publicação
Applying EA perspective to CRM: developing a competency framework
| Resumo: | Customer relationship management (CRM) is getting attention as a business approach for new way of dealing with customer relationships. Although information technology is an important component of CRM, technology itself is not complete as a technology. Literature reports empirical evidences that a very high percentage of CRM projects fail to meet expectations from the business perspective despite the advance of tecnology. In this study, we explore possible causes of failures in CRM projects and use the concept of enterprise architecture (EA) in explaining failures. Applying the EA concept, it is argued here that organizational competencies in unstructured decision making are very critical for CRM success. Subsequent case analysis supports the theoretical underpinnings of the argument. |
|---|---|
| Autores principais: | Caldeira, Mário |
| Outros Autores: | Pedron, Cristiane; Dhillon, Gurpreet; Lee, Jungwoo |
| Assunto: | Customer Relationship Management (CRM) Information Technology Advance of Technology Enterprise Arquitecture (EA) Organizational Competencies |
| Ano: | 2008 |
| País: | Portugal |
| Tipo de documento: | documento de conferência |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório da Universidade de Lisboa |
| _version_ | 1866811473447092224 |
|---|---|
| author | Caldeira, Mário |
| author2 | Pedron, Cristiane Dhillon, Gurpreet Lee, Jungwoo |
| author2_role | author author author |
| author_facet | Caldeira, Mário Pedron, Cristiane Dhillon, Gurpreet Lee, Jungwoo |
| author_role | author |
| contributor_name_str_mv | Repositório Científico de Acesso Aberto da ULisboa |
| country_str | PT |
| creators_json_txt | [{\"Person.name\":\"Caldeira, Mário\"},{\"Person.name\":\"Pedron, Cristiane\"},{\"Person.name\":\"Dhillon, Gurpreet\"},{\"Person.name\":\"Lee, Jungwoo\"}] |
| datacite.contributors.contributor.contributorName.fl_str_mv | Repositório Científico de Acesso Aberto da ULisboa |
| datacite.creators.creator.creatorName.fl_str_mv | Caldeira, Mário Pedron, Cristiane Dhillon, Gurpreet Lee, Jungwoo |
| datacite.date.Accepted.fl_str_mv | 2008-01-01T00:00:00Z |
| datacite.date.available.fl_str_mv | 2022-06-29T09:05:44Z |
| datacite.date.embargoed.fl_str_mv | 2022-06-29T09:05:44Z |
| datacite.rights.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| datacite.subjects.subject.fl_str_mv | Customer Relationship Management (CRM) Information Technology Advance of Technology Enterprise Arquitecture (EA) Organizational Competencies |
| datacite.titles.title.fl_str_mv | Applying EA perspective to CRM: developing a competency framework |
| dc.contributor.none.fl_str_mv | Repositório Científico de Acesso Aberto da ULisboa |
| dc.creator.none.fl_str_mv | Caldeira, Mário Pedron, Cristiane Dhillon, Gurpreet Lee, Jungwoo |
| dc.date.Accepted.fl_str_mv | 2008-01-01T00:00:00Z |
| dc.date.available.fl_str_mv | 2022-06-29T09:05:44Z |
| dc.date.embargoed.fl_str_mv | 2022-06-29T09:05:44Z |
| dc.format.none.fl_str_mv | application/pdf |
| dc.identifier.none.fl_str_mv | http://hdl.handle.net/10400.5/24716 |
| dc.language.none.fl_str_mv | eng |
| dc.publisher.none.fl_str_mv | IEEE Xplore |
| dc.rights.none.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| dc.subject.none.fl_str_mv | Customer Relationship Management (CRM) Information Technology Advance of Technology Enterprise Arquitecture (EA) Organizational Competencies |
| dc.title.fl_str_mv | Applying EA perspective to CRM: developing a competency framework |
| dc.type.none.fl_str_mv | http://purl.org/coar/resource_type/c_c94f |
| description | Customer relationship management (CRM) is getting attention as a business approach for new way of dealing with customer relationships. Although information technology is an important component of CRM, technology itself is not complete as a technology. Literature reports empirical evidences that a very high percentage of CRM projects fail to meet expectations from the business perspective despite the advance of tecnology. In this study, we explore possible causes of failures in CRM projects and use the concept of enterprise architecture (EA) in explaining failures. Applying the EA concept, it is argued here that organizational competencies in unstructured decision making are very critical for CRM success. Subsequent case analysis supports the theoretical underpinnings of the argument. |
| dirty | 0 |
| eu_rights_str_mv | openAccess |
| format | conferenceObject |
| fulltext.url.fl_str_mv | https://repositorio.ulisboa.pt/bitstreams/91f81e12-20ff-47e7-966f-f548f658fcb6/download |
| id | ul_dbe6a546b8d3a8a7d26466b0e4e8d184 |
| identifier.url.fl_str_mv | http://hdl.handle.net/10400.5/24716 |
| instacron_str | ul |
| institution | Universidade de Lisboa |
| instname_str | Universidade de Lisboa |
| language | eng |
| network_acronym_str | ul |
| network_name_str | Repositório da Universidade de Lisboa |
| oai_identifier_str | oai:repositorio.ulisboa.pt:10400.5/24716 |
| organization_str_mv | urn:organizationAcronym:ul |
| person_str_mv | Caldeira, Mário Pedron, Cristiane Dhillon, Gurpreet Lee, Jungwoo |
| publishDate | 2008 |
| publisher.none.fl_str_mv | IEEE Xplore |
| reponame_str | Repositório da Universidade de Lisboa |
| repository_id_str | urn:repositoryAcronym:ul |
| service_str_mv | urn:repositoryAcronym:ul |
| spelling | engIEEE Xplorept_PTCustomer relationship management (CRM) is getting attention as a business approach for new way of dealing with customer relationships. Although information technology is an important component of CRM, technology itself is not complete as a technology. Literature reports empirical evidences that a very high percentage of CRM projects fail to meet expectations from the business perspective despite the advance of tecnology. In this study, we explore possible causes of failures in CRM projects and use the concept of enterprise architecture (EA) in explaining failures. Applying the EA concept, it is argued here that organizational competencies in unstructured decision making are very critical for CRM success. Subsequent case analysis supports the theoretical underpinnings of the argument.application/pdfpt_PTApplying EA perspective to CRM: developing a competency frameworkCaldeira, MárioPedron, CristianeDhillon, GurpreetLee, JungwooHostingInstitutionOrganizationalRepositório Científico de Acesso Aberto da ULisboae-mailmailto:repositorio@reitoria.ulisboa.ptrepositorio@reitoria.ulisboa.pt2022-06-29T09:05:44Z20082008-01-01T00:00:00ZHandlehttp://hdl.handle.net/10400.5/24716http://purl.org/coar/access_right/c_abf2open accessCustomer Relationship Management (CRM)Information TechnologyAdvance of TechnologyEnterprise Arquitecture (EA)Organizational Competencies458790 bytesother research producthttp://purl.org/coar/resource_type/c_c94fconference objecthttp://purl.org/coar/access_right/c_abf2application/pdffulltexthttps://repositorio.ulisboa.pt/bitstreams/91f81e12-20ff-47e7-966f-f548f658fcb6/download |
| spellingShingle | Applying EA perspective to CRM: developing a competency framework Caldeira, Mário Customer Relationship Management (CRM) Information Technology Advance of Technology Enterprise Arquitecture (EA) Organizational Competencies |
| status | SINGLETON |
| subject.fl_str_mv | Customer Relationship Management (CRM) Information Technology Advance of Technology Enterprise Arquitecture (EA) Organizational Competencies |
| title | Applying EA perspective to CRM: developing a competency framework |
| title_full | Applying EA perspective to CRM: developing a competency framework |
| title_fullStr | Applying EA perspective to CRM: developing a competency framework |
| title_full_unstemmed | Applying EA perspective to CRM: developing a competency framework |
| title_short | Applying EA perspective to CRM: developing a competency framework |
| title_sort | Applying EA perspective to CRM: developing a competency framework |
| topic | Customer Relationship Management (CRM) Information Technology Advance of Technology Enterprise Arquitecture (EA) Organizational Competencies |
| topic_facet | Customer Relationship Management (CRM) Information Technology Advance of Technology Enterprise Arquitecture (EA) Organizational Competencies |
| url | http://hdl.handle.net/10400.5/24716 |
| visible | 1 |