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Customer relationship management: key components for IT success

Ranjit Bose (Associate Professor of MIS, Anderson School of Management, University of New Mexico, Albuquerque, New Mexico, USA)

Industrial Management & Data Systems

ISSN: 0263-5577

Article publication date: 1 March 2002

23939

Abstract

This article is directed towards information technology (IT) and marketing managers considering implementation of a customer relationship management (CRM) solution. The goal of this article is not to provide an all‐inclusive tutorial on CRM, but rather to provide a high level insight of the fundamental principles behind CRM and critical aspects of the IT development process. The article begins with an IT manager’s introduction into the basic CRM business and marketing principles. At the heart of the article is a proposed system development lifecycle that highlights the aspects unique or critical to CRM. Finally, it concludes with some final thoughts for long‐term success. After reading this article, the reader will be mindful of the major issues needed for success and be equipped to discuss primary development matters with vendors, staff and management.

Keywords

Citation

Bose, R. (2002), "Customer relationship management: key components for IT success", Industrial Management & Data Systems, Vol. 102 No. 2, pp. 89-97. https://doi.org/10.1108/02635570210419636

Publisher

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MCB UP Ltd

Copyright © 2002, MCB UP Limited

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