The Adoption of a CRM Strategy Based on the Six-Dimensional Model

2022 ◽  
pp. 255-270
Author(s):  
José Duarte Santos ◽  
José Pita Castelo
Keyword(s):  
Best Practices ◽  
Human Resources ◽  
Critical Success Factors ◽  
Success Factors ◽  
Dimensional Model ◽  
Strategy Formulation ◽  
Relational Marketing ◽  
Critical Success ◽  
Definition Of ◽  
Crm Processes

If the definition of CRM is not consensual, the model for incorporating or analyzing the concept within an organization is also not. In this chapter, considering the ‘Six-Dimensional Model CRM Strategy', which integrates 65 critical success factors, the authors analyze how these manifest themselves in an organization. Thus, the case studied is presented and described following the six dimensions (CRM strategy formulation, relational marketing philosophy, best practices, organizational and human resources, CRM processes, CRM technology) and also synthesizes in a table how the company analyzed reacted to critical success factors.

Critical Success Factors in a Six Dimensional Model CRM Strategy

2021 ◽  
pp. 2105-2118
Author(s):  
José Duarte Santos ◽  
José Pita Castelo ◽  
Fernando Almeida
Keyword(s):  
Human Resources ◽  
Critical Success Factors ◽  
Success Factors ◽  
Business Processes ◽  
Critical Factors ◽  
Dimensional Model ◽  
Customer Data ◽  
Critical Success

Companies of various sizes and structures have progressively adopted specialized CRM software that aims to capture customer data and prospects, streamline business processes and provide greater visibility for the business. The result of these initiatives has been very heterogeneous and strongly dependent of several factors, such as the experience, partnerships and qualification of the human resources that these companies possess. In this sense, it becomes pertinent to identify the critical success factors for the launching of a CRM strategy. The findings establish a six-dimensional model composed of sixty-five critical factors. These factors and their relationship between them are presented and discussed in this chapter.

The Six Dimensions of Adoption of a CRM Strategy

2018 ◽  
pp. 17-43 ◽  
Author(s):  
José Duarte Santos ◽  
José Pita Castelo
Keyword(s):  
Human Resources ◽  
Customer Relationship ◽  
Strategy Formulation ◽  
Relational Marketing ◽  
Six Dimensions ◽  
Definition Of ◽  
Strategic Perspective ◽  
Functional Areas ◽  
Crm Processes

This chapter covers aspects to be taken into account in the adoption of customer relationship management (CRM) in terms of a strategic perspective. It is based on an analysis of 32 models developed between 1999 and 2015. This analysis allowed the authors to detect elements internal to the organization that are arranged in six dimensions: CRM strategy formulation, relational marketing philosophy, the application of best practices, organizational and human resources, CRM processes, and CRM technology. It also presents a definition of CRM that encompasses these dimensions and takes into account the three functional areas of operation of CRM: marketing, sales, and service. Bearing in mind the definition and a perspective of connection dimensions developed along the characterization of each of the dimensions, the authors presented the conceptual model for the adoption of CRM.

Critical Success Factors of Innovation and Creativity for Global Entrepreneurs

2018 ◽  
pp. 75-91 ◽  
Author(s):  
Flevy Lasrado
Keyword(s):  
Best Practices ◽  
Competitive Advantage ◽  
Critical Success Factors ◽  
Success Factors ◽  
The Other ◽  
Keen Interest ◽  
Business Innovation ◽  
Critical Success ◽  
Essential Components

Innovation, is a subject of considerable interest for entrepreneurs. They share a keen interest in learning how to foster innovation and creativity in ways that help firms to create increasing amounts of wealth. Research on innovation and creativity has increased ever since they were considered to be the key to building a competitive advantage. In fact, it is a challenge for organizations to sustain innovation. In this chapter, we explore the factors that entrepreneurs should address to channel innovation in their organizations. Entrepreneurship, on the other hand, requires the funneling and implementation of creative ideas, leading to innovation. This chapter is particularly relevant to global managers seeking to identify inhibitors of creativity and business innovation and how to combat the roadblocks and create a sustainable innovation environment. The chapter discusses the three essential components that must be considered to spur innovation. We highlight the best practices associated with these factors through a case study of three organizations.

Quality and Human Resources, Two JIT Critical Success Factors

2021 ◽  
pp. 267-287
Author(s):  
Jorge Luis García-Alcaraz ◽  
José Luis Rodríguez-Álvarez ◽  
Jesús Alfonso Gil-López ◽  
Mara Luzia Matavelli de Araujo ◽  
Roberto Díaz-Reza
Keyword(s):  
Human Resources ◽  
Critical Success Factors ◽  
Success Factors ◽  
Critical Success

scholarly journals Doing it Right - Critical Success Factors for Design Thinking Implementation

2019 ◽  
Vol 1 (1) ◽  
pp. 3851-3860
Author(s):  
Danielly De Paula ◽  
Franziska Dobrigkeit ◽  
Kathryn Cormican
Keyword(s):  
Best Practices ◽  
Thematic Analysis ◽  
Critical Success Factors ◽  
Success Factors ◽  
Design Thinking ◽  
The Body ◽  
Successful Implementation ◽  
Research Topics ◽  
Critical Success ◽  
Body Of Knowledge

AbstractProficiency in design thinking (DT) can contribute to the success of many companies. Successful implementation of DT can be achieved by identifying its Critical Success Factors (CSFs). Critical success factors are items or actions that should be present in a particular project or situation in order to be successful. However, to date, there has not been any formal study on synthesizing the critical success factors for a successful DT implementation based on existing research. In light of this, the aim of this paper is to develop a conceptual framework that proposes factors that may play a role in influencing the success of the DT implementation. Based on best practices and protocols from thematic analysis, we analyzed and synthesized extant literature in order to recognize research topics from the selected papers and categorize them into specific themes to build a framework. This study significantly contributes to the body of knowledge related to DT by offering the first attempt to identify CSFs for DT implementation, which can allow companies to take required precautions to elude failures or problematic areas and be able to increase the success rate of implementing DT

Critical Success Factors for the Implementation of Business Intelligence Systems

2018 ◽  
Vol 9 (2) ◽  
pp. 27-46 ◽  
Author(s):  
Florian Eder ◽  
Stefan Koch
Keyword(s):  
Business Intelligence ◽  
Critical Success Factors ◽  
Success Factors ◽  
Qualitative Content Analysis ◽  
Expert Interviews ◽  
Management Support ◽  
Intelligence System ◽  
Critical Success ◽  
Business Intelligence Systems ◽  
Definition Of

This article focuses on critical success factors during the implementation of a business intelligence system. The existing literature was reviewed, and critical success factors were extracted. Subsequently, the critical success factors that occur in practice were collected through qualitative expert interviews that are analysed through a qualitative content analysis. The critical success factors found in literature are afterwards compared with those that have been collected during the expert interviews. It was found that many of the critical success factors were mentioned in the literature and in the expert interviews as well, such as a strong management support, a light-weight approach, user acceptance, the project team and data quality. In addition, the performance of the business intelligence system, the definition of standards, terminology and key performance indicators as well as an institutionalization and integration of business intelligence were mentioned in the expert interviews.

scholarly journals IT Leadership In A Global Environment: An Analysis Of Critical Success Factors And Software Engineering Best Practices In Context Of India

2011 ◽  
Vol 5 (6) ◽  
Author(s):  
Sanjay Singh ◽  
Karthik Mahadevan
Keyword(s):  
Software Engineering ◽  
Best Practices ◽  
Critical Success Factors ◽  
Success Factors ◽  
Global Market ◽  
Critical Success ◽  
To Come ◽  
Engineering Best Practices ◽  
Entrepreneurial Activities ◽  
It Leadership

Over the past few years, the IT landscape has changed dramatically to facilitate new entrants from emerging economies in the global market. Some nations such as India and China are poised to emerge as IT superpowers in the years to come. In this paper, we attempt analyze some of the critical success factors (CSF) that facilitate the development of IT leaders. Taking India as an example, we explore CSFs like educational system, governmental policies, infrastructure and entrepreneurial activities that are necessary for creating and fostering IT leaders. We conclude by describing the best practices for implementing software engineering projects in an offshore environment.

Rural Women Empowerment – Benchmarking Practices

2018 ◽  
Vol 6 (7) ◽  
pp. 203
Author(s):  
R. Sathyarani ◽  
J. Katyayani
Keyword(s):  
Best Practices ◽  
Rural Women ◽  
Andhra Pradesh ◽  
Critical Success Factors ◽  
Success Factors ◽  
Total Sample ◽  
Women Empowerment ◽  
Critical Success ◽  
Organizational Excellence ◽  
Business Objective

Benchmarking for Best practices has covered many industries during the last two decades. The scope of the business may vary, but the importance of best practices for women empowerment has been a common business objective and the capacity of organizations to implement best practices has become very important to achieve success in the long run. Therefore, the objective of this study is to identify the best practices in achieving organizational excellence among Women Empowerment organisations. The study is based on the critical success factors for organization excellence such as Strategic planning and control, organization process climate, organization excellence benchmarking, team effectiveness, employee morale, empowerment readiness, ethical work culture and customer satisfaction from the literature review. A total sample of 100 respondents of which 50 are employees from different levels in Rastriya Seva Samithi (RASS) and 50 respondents are women beneficiaries from women empowerment programmes conducted by RASS in Tirupati, Andhra Pradesh. The results of the study provide an insight to Women Empowerment organizations in Andhra Pradesh on the critical success factors that are appropriate to their needs in order to achieve organizational excellence.

Discovering Key Factors in ERP Implementation through Success and Failure Cases

2012 ◽  
Vol 3 (3) ◽  
pp. 27-36
Author(s):  
Selcuk Kiran
Keyword(s):  
Critical Success Factors ◽  
Success Factors ◽  
Erp Systems ◽  
Key Factors ◽  
Erp Implementation ◽  
Business World ◽  
Erp System ◽  
Critical Success ◽  
Definition Of

In the last two decades, ERP Systems became vital in the organizations. It is not enough to find out the appropriate ERP system for the company, to resolve the problems completely. The success of an ERP system is dependent on the performance of the ERP installation project. In this paper, at the beginning the definition of the ERP systems is given briefly and then the structure of a successful and effectively working ERP system is analyzed in the light of a case from the business world. At the end, the critical success factors of an ERP installation project are identified and examined with the help of three distinct ERP cases with different outcomes.

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