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Conceptualising the requirements of CRM from an organisational perspective : a review of the literature

Boon, Olaf, Corbitt, Brian and Parker, Craig 2002, Conceptualising the requirements of CRM from an organisational perspective : a review of the literature, in AWRE 2002 : Proceedings of the 7th Australian Workshop on Requirements Engineering, Deakin University, Melbourne, Vic., pp. 83-95.

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Title Conceptualising the requirements of CRM from an organisational perspective : a review of the literature
Author(s) Boon, Olaf
Corbitt, Brian
Parker, Craig
Conference name Australian Workshop on Requirements Engineering (7th : 2002 : Melbourne, Victoria)
Conference location Melbourne, Victoria
Conference dates 2-3 December 2002
Title of proceedings AWRE 2002 : Proceedings of the 7th Australian Workshop on Requirements Engineering
Editor(s) Cybulski, Jacob
Nguyen, L.
Lamp, John
Smith, R.
Publication date 2002
Conference series Australian Workshop on Requirements Engineering
Start page 83
End page 95
Total pages 13
Publisher Deakin University
Place of publication Melbourne, Vic.
Keyword(s) client relationship management
requirements engineering
information systems
Summary For an organisation to undertake a Customer Relationship Management (CRM) implementation program it needs to consider a multitude of requirements. Some authors have hinted at viewing CRM within a wider perspective than just  customer centric perspectives. The aim of this paper is to discuss the domain and conceptualise some of the requirements of CRM from an organisation’s point of view. However, CRM needs to be identified as the whole organisation, including its internal and external environments. Undertaking CRM in any organisation needs to be preceded by a sequence of stages. An organization needs to develop a roadmap outlining the path to become CRM centric. Therefore an organisation should address, or at least consider, a list of those factors at every stage of a CRM implementation program, for an implementation program to be effective. The main focus of literature in CRM has been customer centric. This paper, being the first stage of much wider research, will focus on the organisation and the internal environment. This paper will identify three information systems (IS) and information technology (IT) requirements in organisations that are integral parts of CRM. These need to achieve a level of synergy for successful CRM. To understand these three requirements (front-end systems, back-end systems, and datahandling technologies) in a CRM project is too great in magnitude at this early stage of the research. This paper begins to draw together the tenuous links between the three requirements of information systems (IS) and information technology (IT) systems. Writing this paper and shifting its focus towards requirements engineering, the author has realised that a whole area of literature has to be explored, because CRM is another IS implementation.
Notes Reproduced with the kind permission of the copyright owner.
ISBN 0730025667
9780730025665
Language eng
Field of Research 080608 Information Systems Development Methodologies
Socio Economic Objective 970108 Expanding Knowledge in the Information and Computing Sciences
HERDC Research category E1 Full written paper - refereed
ERA Research output type E Conference publication
Copyright notice ©2002, The authors
Persistent URL http://hdl.handle.net/10536/DRO/DU:30004709

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