Information Systems Enabled Corporate Transformation: Evaluation of Electronic Customer Relationship Management in the Service Sector

信息系统推动企业转型：服务业电子客户关系管理评估

• 批准号: LP0455253
• 负责人: Prof Peter Love
• 金额: --
• 依托单位: Edith Cowan University
• 依托单位国家: 澳大利亚
• 项目类别: Linkage Projects
• 财政年份: 2004
• 资助国家: 澳大利亚
• 起止时间: 2004-01-01 至 2007-12-31
• 项目状态: 已结题
• 来源: https://dataportal.arc.gov.au/RGS/Web/Grants/LP0455253
• 关键词: Information; Systems; Enabled; Corporate; Transformation

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.

客户关系管理（CRM）是一种商业和营销策略，它将围绕客户的技术、流程和商业活动整合在一起。只有30%的电子CRM成功实施，因为利益相关者的期望通常被忽视。这个问题强调了“软”的重要性。与信息系统评价有关的组织问题。通过评估变更管理流程和模拟电子crm启用变更的影响，将制定管理策略以使其成功实施。该研究将为评估电子crm解决方案的性能提供更好的理解，并发现组织相关变革的机会。