Managing customer relationship management projects : (Record no. 39615)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02236naa a2200265uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 1060615002637 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211175249.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 110606s2010 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | BELDI, Adel |
| 9 (RLIN) | 44902 |
| 245 10 - TITLE STATEMENT | |
| Title | Managing customer relationship management projects : |
| Remainder of title | the case of a large French telecommunications company |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Oxford : |
| Name of publisher, distributor, etc. | Elsevier, |
| Date of publication, distribution, etc. | may 2010 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | Customer relationship management (CRM) implementation projects reflect a growing conceptual shift from the traditional engineering view of projects. Such projects are complex and risky because they call for both organisational and technological changes. This requires effective project management across various phases of the implementation process. However, few empirical researches have dealt with these project management issues. The aim of this research is to investigate how a project team manages CRM implementation projects successfully, across the different phases of the implementation process. We conducted an in-depth case study of the Firm-Clients Branch of a large telecommunications company in France. The findings show that, to manage CRM implementation projects successfully, an integrated and balanced approach is required. This involves appropriate system selection, effective process re-engineering and further development of organizational structures. We highlight the need for a technochange approach to achieve successful organisational transition and effective CRM implementation. The study reveals that the project team plays a central role throughout the implementation phases. Furthermore the effectiveness of technochange depends on project team performance, technology efficiency and close coordination with stakeholders |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Gestão de Projetos |
| 9 (RLIN) | 13021 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Implementação |
| 9 (RLIN) | 12939 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Mudança Organizacional |
| 9 (RLIN) | 12138 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Estudo de Caso |
| 9 (RLIN) | 11993 |
| 651 #4 - SUBJECT ADDED ENTRY--GEOGRAPHIC NAME | |
| Geographic name | França |
| 9 (RLIN) | 13169 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | CHEFFI, Walid |
| 9 (RLIN) | 44903 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | DEY, Prasanta K |
| 9 (RLIN) | 44904 |
| 773 08 - HOST ITEM ENTRY | |
| Title | International Journal of Project Management |
| Related parts | 28, 4, p. 339-351 |
| Place, publisher, and date of publication | Oxford : Elsevier, may 2010 |
| International Standard Serial Number | ISSN 02637863 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20110606 |
| Operator's initials, OID (RLIN) | 1500^b |
| Cataloger's initials, CIN (RLIN) | Daiane |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20110727 |
| Operator's initials, OID (RLIN) | 1031^b |
| Cataloger's initials, CIN (RLIN) | Keicielle |
No items available.
