...
  • 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>Information and Knowledge Management >CRM Success Factors in Software Services firm: A Case Study Analysis
【24h】

CRM Success Factors in Software Services firm: A Case Study Analysis

机译：软件服务公司的CRM成功因素：案例分析

获取原文
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

This study is undertaken to gain better understanding of Customer Relationship Management (CRM) success factors in software service and Information Technology (IT) companies. The literature on CRM gives the impression of being inconsistent. The objective is to uncover the success factors associated with a CRM project. A case study involving a Bangalore based IT company which had implemented CRM, was done. Semi-structured interview method was adopted for gathering data. The key finding is that effective leadership is critical for CRM success. The study confirms that the people, process and technology factors are crucial for a CRM program. IT companies are emerging significantly all over the world especially in Asia. These companies operate in a very competitive market and there is a need to distinguish a service from the competition, for survival. The effective use of CRM systems to improve service, performance, customer satisfaction and productivity is essential. However, the success factors for CRM in the service industry have not yet been studied. The value of this paper is that it illustrates how a case study approach can be used to understand the real CRM success factor in software service firms.
机译：进行这项研究是为了更好地了解软件服务和信息技术（IT）公司中的客户关系管理（CRM）成功因素。有关CRM的文献给人的印象是前后不一致。目的是发现与CRM项目相关的成功因素。进行了一个案例研究，涉及一个已经实施CRM的位于班加罗尔的IT公司。采用半结构化访谈方法收集数据。关键发现是有效的领导对于CRM成功至关重要。该研究证实人员，流程和技术因素对于CRM计划至关重要。 IT公司正在全球范围内蓬勃发展，尤其是在亚洲。这些公司在竞争激烈的市场中运作，为了生存，有必要将服务与竞争区分开来。有效使用CRM系统来改善服务，性能，客户满意度和生产率至关重要。但是，尚未研究服务业CRM的成功因素。本文的价值在于它说明了如何使用案例研究方法来理解软件服务公司中真正的CRM成功因素。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号