| 000 | 02236naa a2200265uu 4500 | ||
|---|---|---|---|
| 001 | 1060615002637 | ||
| 003 | OSt | ||
| 005 | 20190211175249.0 | ||
| 008 | 110606s2010 xx ||||gr |0|| 0 eng d | ||
| 100 | 1 |
_aBELDI, Adel _944902 |
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| 245 | 1 | 0 |
_aManaging customer relationship management projects : _bthe case of a large French telecommunications company |
| 260 |
_aOxford : _bElsevier, _cmay 2010 |
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| 520 | 3 | _aCustomer 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 |
_aGestão de Projetos _913021 |
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| 650 | 4 |
_aImplementação _912939 |
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| 650 | 4 |
_aMudança Organizacional _912138 |
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| 650 | 4 |
_aEstudo de Caso _911993 |
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| 651 | 4 |
_aFrança _913169 |
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| 700 | 1 |
_aCHEFFI, Walid _944903 |
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| 700 | 1 |
_aDEY, Prasanta K _944904 |
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| 773 | 0 | 8 |
_tInternational Journal of Project Management _g28, 4, p. 339-351 _dOxford : Elsevier, may 2010 _xISSN 02637863 _w |
| 942 | _cS | ||
| 998 |
_a20110606 _b1500^b _cDaiane |
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| 998 |
_a20110727 _b1031^b _cKeicielle |
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| 999 |
_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c39615 _d39615 |
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| 041 | _aeng | ||