A process model for successful CRM system development

Hee Woong Kim

doi:10.1109/MS.2004.1

A process model for successful CRM system development

Hee Woong Kim

Graduate School of Information

Research output: Contribution to journal › Article › peer-review

12 Citations (Scopus)

Abstract

A new process model promises to help practitioners in achieving successful IS development. By adopting an influence diagram as a cognitive mapping approach, the model identifies how factors interact, assuming external influences remain constant, and lets users map influential relationships between factors. Two case studies, one success and another failure, illustrate how these factors influence customer relationship management (CRM) system development and, consequently, determine whether a project succeeds or fails.

Original language	English
Pages (from-to)	22-28
Number of pages	7
Journal	IEEE Software
Volume	21
Issue number	4
DOIs	https://doi.org/10.1109/MS.2004.1
Publication status	Published - 2004 Jul

All Science Journal Classification (ASJC) codes

Software

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10.1109/MS.2004.1

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A process model for successful CRM system development

Abstract

All Science Journal Classification (ASJC) codes

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