Work

Organisational Transformation through CRM Implementation: a descriptive case study

Year: 2003

Type: article

Abstract: CRM is becoming critical to organisations worldwide as global competition increases and technological innovations in communication continue to emerge.In this descriptive case study, we have investigated a utility provider -with a geographical monopoly, who has successfully implemented a complaint management system, as part of their CRM process transformation.We have applied the teleological process theory (Ven de Ven and Poole 1995) to describe the organisational change, based on our empirical research.

Source: Journal of the Association for Information Systems

Authors: Carolyn Ye-Phern Chin, Melissa Soo Ding, Chandana Unnithan

Institution: Deakin University

Language: English

Topic: Corporate Governance and Management

Subfield: Strategy and Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W2100315491

FWCI: 1.168

Cites: 11

Cited by: 9

Related to: 10