Dynamic Life Cycle Evaluation of Customer Relationship Management Systems

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Striving to become a knowledge based nation is dependent upon effective adoption, diffusion and implementation of information and communication technology thoughout the business community. This research will produce a dynamic model that can be used to evaluate enterprise wide applications such as electronic Customer Relationship Management (CRM) so that managers can examine the impact of new tehnology on business processes. In addition, the research will provide managers wit the foundation of knowledge needed to guide and support their decision-making when implementing new technology.