Rababah, Khalid and Mohd, Haslina and Ibrahim, Huda (2012) Principles and guidelines for developing implementation methodology of Customer Relationship Management (CRM) systems. In: Knowledge Management International Conference (KMICe) 2012, 4 – 6 July 2012, Johor Bahru, Malaysia.

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Abstract

The implementation of CRM systems has become very necessary for organizations in order to effectively manage their relationships with the customers.Unfortunately, it has faced various failures in different industries. Besides, the existence of implementation methodologies or frameworks that guide the successful implementation of CRM systems are still lacking. In response to that, this paper aims to critically review the methodologies of the existing implementation of CRM system and to comprehensively suggest a set of principles and guidelines for the successful implementation plan of CRM systems.In accordance, this paper compares three most famous CRM implementation methodologies; CRM-iris methodology, CRM-six sigma methodology, and Jun-Wu methodology. As a result, a set of implementation principles and guidelines are suggested to be taken into consideration in the implementation of CRM systems.These principles and guidelines could be tested empirically in the future for the generalization purposes.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	ISBN: 9789832078661 Organized by: UUM College of Art & Sciences, Universiti Utara Malaysia
Uncontrolled Keywords:	CRM system, implementation, six sigma methodology, iris methodology, customer knowledge.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management T Technology > T Technology (General)
Divisions:	College of Arts and Sciences
Depositing User:	Dr. Haslina Mohd
Date Deposited:	04 May 2014 10:43
Last Modified:	25 May 2015 03:03
URI:	https://repo.uum.edu.my/id/eprint/10925

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