Dissertation: Einführung von IT-Systemen für das Customer Relationship Management in kleinen und mittleren Unternehmen

Einführung von IT-Systemen für das Customer Relationship Management in kleinen und mittleren Unternehmen

Ein Modell zur Konfiguration unternehmensspezifischer Vorgehensmodelle

Studien zur Wirtschaftsinformatik, volume 102

Hamburg , 212 pages

ISBN 978-3-339-11634-5 (print)
ISBN 978-3-339-11635-2 (eBook)

about this book

deutsch english

The implementation of IT systems for the customer relationship management (CRM) is a complex task. Companies are faced with the challenge of defining their requirements and the choice a suitable system. To solve these problems, numerous process models have been developed in science and practice. Due to the properties of the project and the specific requirements of the companies, every implementation of a CRM system leads to an individual problem. For companies, this means that they will not only face the task of the implementation of a CRM system, but also need to make a selection of a suitable procedure from the multitude of different process models. For small and medium-sized enterprises (SMEs) these problems pose a considerable risk for the success of the project.

In order to solve these problems, this book gradually develops a configuration model with which the various approaches from science and practice can be combined. Through use of the configuration model, the existing procedure models with their activities and methods can be used in the correct configuration by the company. Furthermore, company-specific parameters can be taken into accout during the configuration. This enables full support throughout the project phases and ensures the project success.

The presented configuration model can be customized by the user for his own application in his specific company. In addition, the configuration model is not only tied to the use for CRM systems, but can also be used on the implementation of other IT systems (e. g. ERP systems).

Ihr Werk im Verlag Dr. Kovač

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