scholarly journals A Successful CRM Implementation Project in a Service Company: Case Study

Organizacija ◽  
2009 ◽  
Vol 42 (5) ◽  
pp. 199-208 ◽  
Author(s):  
Franka Piskar ◽  
Armand Faganel
Keyword(s):  
Business Processes ◽  
Positive Outcome ◽  
Customer Relationship ◽  
Strategic Decisions ◽  
Case Study Analysis ◽  
Implementation Project ◽  
Service Company ◽  
Complex Concept ◽  
New Information

A Successful CRM Implementation Project in a Service Company: Case StudyCustomer relationship management - CRM implementations increased rapidly in Slovenia in the last few years, following the trends elsewhere. Studies reporting how the implementation project goes on before, between and after the implementation are scarce. We offer a thorough case study analysis of the CRM implementation with a positive outcome in a Slovene service company. Case study demonstrates that CRM implementation is a holistic and complex concept, which means that it is not merely an integration of new information technology, but everything that happens around the business processes changes. We recommend that the company has already established a process approach and the orientation toward customers. Study showed the need for efficient leadership, acquirement of resources and CRM strategy implementation control; trust to the software solution shouldn't be self-understood. Through implemented analytical CRM company can improve the relationship with customers, achieve larger information sharing between employees and accept better strategic decisions.

Did Groupthink or Polythink Derail the 2016 Raqqa Offensive?

2019 ◽  
Author(s):  
Kasey Barr ◽  
Alex Mintz
Keyword(s):  
Decision Making ◽  
Group Dynamics ◽  
Decision Making Process ◽  
Islamic State ◽  
Study Analysis ◽  
Strategic Decisions ◽  
Case Study Analysis ◽  
The Us ◽  
Tactical Decisions

This chapter examines the effect of group dynamics on the 2016 decision within the administration of President Barack Obama to lead the international coalition in a mission to liberate Raqqa, Syria, from the Islamic State. The authors show that whereas the groupthink syndrome characterized the decision-making process of the US-led coalition’s decision to attack Raqqa, it was polythink that characterized the decision-making dynamics both in the US-led coalition and within the inner circle of Obama’s own foreign policy advisors. Through case-study analysis, the authors illustrate that groupthink is more likely in strategic decisions, whereas polythink is more likely in tactical decisions.

scholarly journals The impact of the IS on the effectiveness of the sales funnel management as a part of CRM in an automotive company

2016 ◽  
Vol 4 (2) ◽  
pp. 74-92
Author(s):  
Tanja Grublješič ◽  
Nejc Čampa
Keyword(s):  
Business Environment ◽  
Customer Relationship ◽  
Case Study Analysis ◽  
Automotive Company ◽  
Mere Existence ◽  
Measures Of Effectiveness ◽  
Sales Funnel ◽  
The Impact

Sales Funnel Management (SFM) as a part of the Customer Relationship Management (CRM) is of great importance in the automotive industry when the companies want to attract new customers and retain the existing ones. Due to the complex and changing business environment customers are becoming more and more demanding and less loyal to their current brands. Existing research has shown that IT/IS play a crucial role throughout the execution of the CRM activities. However, the mere existence of an IS in a company is not enough. The ability and willingness of companies to use these IS in a sufficient manner plays a key role in the success and failure of CRM activities. Therefore, the objective of the article is to show how the role of the IS impacts on the effectiveness of the SFM through conducting a case study analysis in a leading German automotive company. The results show that IS has an important impact on improvements in execution of all phases of SFM and importantly contributes to primary goals and measures of effectiveness of the SFM in the automotive company, which are the increased number of vehicles sold and the lowest possible cost per vehicle sold, as well as higher level of customer satisfaction.

How Can Success of IT Implementations Be Measured?

2014 ◽  
pp. 18-32
Author(s):  
Elad Harison
Keyword(s):  
Business Intelligence ◽  
Business Processes ◽  
Academic Research ◽  
Analytical Framework ◽  
Personal Factors ◽  
Case Study Analysis ◽  
Business Applications ◽  
Decision Supporting ◽  
Business Entities

The number of applied Business Intelligence (BI) systems is rapidly increasing worldwide, serving a broad range of sectors and business applications. BI systems serve a broad range of sectors and business applications by performing functions that consist of managing clients, resources, and employees through the collection and analysis of data that assist in describing these business entities and the various attributes of these objectives. Even though BI solutions have been implemented worldwide and the experience gained in implementation projects has largely enriched the academic research in this field, IT literature still lacks a uniform methodology for assessing the effects that BI systems have on business processes and organizations. Additionally, should any part of the BI implementation project fail to satisfy user needs or achieve the benefits expected from them, it is important to identify the failure's extent and sources in order to avoid financial and operational losses in similar projects. This chapter presents an analytical framework to help measure the success of implementations of various types of Business Intelligence systems, including Online Analytical Processing, Knowledge Management, and Decision Supporting tools. The framework and methodology presented here serve as a basis for evaluating the possible effects of technical, organizational, and personal factors on the success, partial success, or failure of BI system implementations. The framework is demonstrated via a case study analysis of a BI system implementation in an energy firm.

IT, Business Processes & Performance

2010 ◽  
pp. 50-77
Author(s):  
Robert van Wessel
Keyword(s):  
Balanced Scorecard ◽  
Business Performance ◽  
Business Processes ◽  
Specific Method ◽  
The Balanced Scorecard ◽  
Case Study Analysis ◽  
It Value ◽  
General Business ◽  
The Impact

This chapter describes literature about IT investments, and the impact of IT on the performance of a firm. The reason for this study is that effects of IT standards, which are an integral part of IT, will be investigated in several case studies. Supporting the case study analysis, a method will be adopted that is used to assess business performance from IT in general. Business performance in general can be assessed from different angles, such as financial performance, process performance and transaction performance. Literature from various disciplines shows the complexity of and the disagreement as regards measurement and description of business performance. However, it is generally accepted that these impacts can be assessed best at the intermediate level: that of business processes. After the introduction, literature dealing with IT value and business performance will be discussed. Then a specific method, the Balanced Scorecard, will be dealt with and an explanation is given why we used it in this research. This chapter concludes with a look at the concept of flexibility, as part of business performance, and what it means in relation to IT standards.

e-Business management assessment: framework proposal through case study analysis

2019 ◽  
Vol 18 (2) ◽  
pp. 237-254
Author(s):  
Pedro Isaías ◽  
Luisa Cagica Carvalho ◽  
Nildo Cassundé Junior ◽  
Fernanda Roda Cassundé
Keyword(s):  
Case Studies ◽  
Business Model ◽  
Qualitative Content Analysis ◽  
Customer Relationship ◽  
Assessment Framework ◽  
Content Type ◽  
Case Study Analysis ◽  
Online Presence ◽  
Business Approach

Purpose The purpose of this paper is to propose an e-business assessment framework for organizations that aim to enhance the effectiveness of their online presence and maximize the benefits that result from it. The framework is based on three main pillars derived from the academic literature research: e-marketing strategies, customer relationship management (CRM) strategies and business model strategies. Design/methodology/approach This paper reviews the literature from e-Marketing, CRM and business model strategies, leading to the generation of an e-Business assessment framework. Second, it takes 19 case studies and analyzes them using ATLAS.ti, through qualitative content analysis, to validate that framework. Findings Pragmatic advice for practitioners derives from research results considering that this framework enables managers to characterize the company in terms of its e-business approach, making it possible to determine the level of depth of competitive online strategies. Lessons for an improved e-business approach can be derived from this paper. Originality/value This study proposes a novel e-business framework to assist organizations that want to have an online presence. This framework is comprised of the factors identified in the literature review that contribute to define and scope that online presence. The framework is then validated through the collection of 19 case studies of companies that have this online presence, validating the theoretical findings.

The complicated elderly trauma patient: a case study analysis

1993 ◽  
Vol 13 (3) ◽  
pp. 63-69
Author(s):  
C Rauen
Keyword(s):  
Trauma Patient ◽  
Physiological Responses ◽  
The Elderly ◽  
Positive Outcome ◽  
Trauma Patients ◽  
Trauma Research ◽  
Prolonged Length ◽  
Case Study Analysis ◽  
Nursing Diagnoses

SB validated many aspects of elderly trauma research and physiology. Although he had a prolonged length of stay and several complications, he survived multiple injuries and had a positive outcome. Exact causes for his complications and processes cannot be separated into degenerative or injury-related and are thus difficult to identify. With a review of aging physiology and SB's history, it is clear that his course and physiological responses to treatments were affected by his age and ability to respond to the demands placed on him. (See Table 5 for pertinent nursing diagnoses for SB.) There are physiological, psychological and sociological differences in caring for young and old trauma patients. Nursing, by virtue of its constant surveillance of patients, is in a unique position to help meet the special needs of the elderly trauma patient.

A Comparative Case Study of Three Korean Firms

2009 ◽  
pp. 145-162
Author(s):  
Junghoon Lee ◽  
Jungwoo Lee ◽  
Ja Young Lee
Keyword(s):  
Decision Making ◽  
Service Sector ◽  
Business Processes ◽  
Research Work ◽  
Comparative Case Study ◽  
Study Analysis ◽  
Multiple Perspectives ◽  
Case Study Analysis ◽  
Business Values

Research has recently begun to place greater emphasis on the strategic application of IT in seeking to integrate firms’ IT infrastructures and business processes, thus boosting companies’ business values. In this context, efforts have been made to formulate workable structures for companies’ IT governance (ITG); however, little practical research has considered the effect of different forms of ITG in a range of domestic and multinational companies. This study undertakes a comparative case study analysis of the ITG setups of three large service sector firms in Korea. This research work sought to identify the activities, types, and determinants of firms’ ITG decision making processes, and to suggest the basis on which forms of ITG may represent rational selections for given service companies. The study was based on in-depth interviews with representatives of three firms, analysis of in-house materials, and the application of multiple perspectives dealing with ITG domains. Case study analysis yielded a detailed picture of the characteristics of ITG related decision making within the firms, suggesting the validity of the proposed ITG framework. The proposed and partially validated ITG framework should be useful for further research and practice of ITG.

Implementing Knowledge-Enabled CRM Strategy in a Large Company

2005 ◽  
pp. 249-278 ◽  
Author(s):  
Minwir Al-Shammari
Keyword(s):  
Customer Relationship Management ◽  
Business Processes ◽  
Resistance To Change ◽  
Relationship Management ◽  
Processing System ◽  
Management Program ◽  
Information And Communications Technology ◽  
Customer Relationship ◽  
Implementation Phase

This case study is aimed at developing an understanding of the various aspects and issues concerning the implementation of a knowledge-enabled customer relationship management (KCRM) strategy at a telecommunications company in a developing country. The KCRM program was composed of three major parts: enterprise data warehouse (EDW), operational customer relationship management (CRM), and analytical CRM. The KCRM initiative was designed to automate and streamline business processes across sales, service, and fulfillment channels. The KCRM program is targeted at achieving an integrated view of customers, maintaining long-term customer relationship, and enabling a more customer-centric and efficient go-to-market strategy. The company faced deregulation after many years of monopoly. The company initiated a customer-centric knowledge management program, and pursued understanding customers’ needs and forming relationships with customers, instead of only pushing products and services to the market. The major result of the case study was that the KCRM program ended as an Information and Communications Technology (ICT) project. The company did not succeed in implementing KCRM as a business strategy, but did succeed in implementing it as a transactional processing system. Several challenges and problems were faced during and after the implementation phase. Notable among these was that the CRM project complexity and responsibilities were underestimated, and as a result, the operational CRM solution was not mature enough to effectively and efficiently automate CRM processes. Changing organizational culture also required a tremendous effort and pain in terms of moving toward customer-centric strategy, policy and procedures, as well as sharing of knowledge in a big organization with many business silos. Employees’ resistance to change posed a great challenge to the project. As a conclusion, the KCRM case study qualified as a good case of bad implementation.

The Information Plan for Celerity Enterprises, Inc

2000 ◽  
pp. 1-23
Author(s):  
Laurie Schatzberg
Keyword(s):  
Business Process ◽  
Software Package ◽  
Business Processes ◽  
Organizational Politics ◽  
Implementation Project ◽  
Is Implementation ◽  
Systems Implementation ◽  
Integrated Software ◽  
Different Levels

The case study describes the process of implementation of an integrated software package at the Thai subsidiary (SMTL) of a Hong Kong-based multinational company (SMHK) engaged in the manufacturing of electronic equipment. Several factors—such as a poor fit between the business process assumptions inscribed in the software and the business processes in SMTL, poor leadership at different levels, cultural clash between the headquarters and the Thai subsidiary, organizational politics, and poor human resource management—contributed to the confusion in the organization, project delays, budget overruns, and ultimately, to the “failure” of the systems implementation project. The case study is likely to be valuable for illustrating issues related to managing IS implementation in a multinational context.

Sign in / Sign up

Export Citation Format

Share Document