Defining Success in CRM Implementation Projects:An Empirical Study from the IT Consultants Perspective

One of the key stakeholders in CRM implementations is the IT consultant, whose job is not only restricted to selecting the right package, but also ensure that the organisation implementing CRM is able to benefit from the same. For the IT consultant, CRM implementation is a technology project which e...

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Bibliographic Details
Published in:Parikalpana : KIIT journal of management 2017-06, Vol.13 (1), p.116-125
Main Authors: Mukerjee, Hory Sankar, Devi Prasad, U., Prasada Rao, S. S.
Format: Article
Language:English
Subjects:
Consultants
Customer relationship management
Entrepreneurs
Hypotheses
Information technology
Likert scale
Project management
Questionnaires
Researchers
Software
Success
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Summary:One of the key stakeholders in CRM implementations is the IT consultant, whose job is not only restricted to selecting the right package, but also ensure that the organisation implementing CRM is able to benefit from the same. For the IT consultant, CRM implementation is a technology project which enables resources for implementation. However 'success' per se has different meanings for various stakeholders and this article tries to analyse the definition of project success from a CRM project management perspective of an IT consultant. The article tries to look at the various factors that define success for CRM projects.
ISSN:0974-2808
DOI:10.23862/kiit-parikalpana/2017/v13/i1/151283