The effect of organisational culture and leadership on CRM implementation in Saudi Arabian organisations
Year: 2016
Type: dissertation
Abstract: Past studies have talked about the impact of leadership or impact of culture on implementation of Customer Relationship Management (CRM) systems.Implementation of CRM is considered as a change process and most authors agree that leadership and culture play an important role in change projects.However, past research does not look at the combined impact of leadership and culture on implementation of CRM and also, how leadership and culture affect each other.Leaders are argued to be the architects as well as the products of organisational culture and hence understanding of their relationship is critical to develop leadership approaches for the implementation of CRM in different contexts.This study aims to explore how CRM implementation is impacted by the organisational culture and leadership in Saudi Arabian organisations.Three companies, Company (A), Company (B) and Company (C) were used as case studies.Data as collected using semi structured interviews.This thesis finds that leadership plays a very critical role in implementation of CRM in Saudi Arabia especially because leadership has the capability to influence culture as well, especially in high power distance societies like Saudi Arabia. To establish proof of the relationship between organisational culture and leadership. To propose a strategic approach that will help the leaders in effectively implementing CRM in Saudi Arabian organisations. Research QuestionsThe research will also attempt to answer the following inquiries: What are the factors affecting the implementation of CRM systems? How do organisational culture and leadership factors affect the implementation of CRM in different service sectors in Saudi Arabia? How does the leadership and organisational culture influence each other? Research SignificanceThe author's finds that this is the first of its kind empirical study in Saudi Arabia and all gulf regions that connects the national and organizational culture to CRM system employment.It is also the first study to formulate a framework for CRM system application to be able to potentially overcome the shortcomings in the context of national culture.This research will also identify how improper CRM systems employment can pose risk and additional costs to an organization.In the bigger sense, this study can help corporate departments that deal with CRM to learn more about national and organizational culture and use this knowledge to help them come up with a fresh approach for their CRM implementation plan.Furthermore, it can identify the advantages and disadvantages of the
Author: Sarah Basahel
Language: English
Subfield: Management Information Systems
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W2546061619