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Applying EA perspective to CRM: developing a competency framework

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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

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