mdh.sePublications
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Empirical testing of selected critical success factors in CRM implementation projects: A study of SMEs in the B2B sector
Mälardalen University, School of Sustainable Development of Society and Technology.
Mälardalen University, School of Sustainable Development of Society and Technology.
2011 (English)Independent thesis Advanced level (degree of Master (One Year)), 15 credits / 22,5 HE creditsStudent thesis
Abstract [en]

PurposeThe purpose of this thesis is to describe and analyze critical success factors of CRM implementation projects with a special focus on SME’s in the B2B sector.

MethodThis study is based on quantitative research using survey method.

Target Audience SMEs of B2B business, which are planning to implement a CRM system Academic audience, which is interested in CRM implementation with focus on SME.

ConclusionThere are various critical success factors in CRM implementation projects and those differ in their importance according to companies’ per- ceptions and according to previous researchers’ work. The most im- portant CSFs in companies’ point of view are ‘senior management com- mitment’, ‘objectives definition’, ‘inter-departmental integration’, ‘communication of CRM strategy to the staff’ and ‘information management integration’.

Place, publisher, year, edition, pages
2011.
Identifiers
URN: urn:nbn:se:mdh:diva-12619OAI: oai:DiVA.org:mdh-12619DiVA: diva2:426029
Subject / course
IT Management
Presentation
2011-06-07, 14:00 (English)
Uppsok
Technology
Supervisors
Examiners
Available from: 2011-06-30 Created: 2011-06-22 Last updated: 2011-06-30Bibliographically approved

Open Access in DiVA

No full text

By organisation
School of Sustainable Development of Society and Technology

Search outside of DiVA

GoogleGoogle Scholar

Total: 82 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf