A process model for successful CRM system development

Research output: Contribution to journalArticlepeer-review

12 Citations (Scopus)


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 languageEnglish
Pages (from-to)22-28
Number of pages7
JournalIEEE Software
Issue number4
Publication statusPublished - 2004 Jul

All Science Journal Classification (ASJC) codes

  • Software


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