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Organisational transformation through CRM implementation: a descriptive case study

Chin, C. Y., Ding, M. S. and Unnithan, Chandana 2003, Organisational transformation through CRM implementation: a descriptive case study, in Proceedings of the Seventh Pacific Asia Conference on Information Systems, University of South Australia, Adelaide, S. Aust., pp. 433-444.

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Title Organisational transformation through CRM implementation: a descriptive case study
Author(s) Chin, C. Y.
Ding, M. S.
Unnithan, Chandana
Conference name Pacific Asia Conference on Information Systems (7th: 2003: Adelaide, S. Aust.)
Conference location Adelaide, S. Aust.
Conference dates 11 Jul. 2003
Title of proceedings Proceedings of the Seventh Pacific Asia Conference on Information Systems
Editor(s) Hanisch, J.
Falconer, D.
Horrocks, S.
Hillier, M.
Publication date 2003
Conference series Pacific Asia Conference on Information Systems
Start page 433
End page 444
Publisher University of South Australia
Place of publication Adelaide, S. Aust.
Keyword(s) CRM
complaint management system
CCMS
Summary CRM is becoming critical to organisations worldwide as global competition increases and technological innovations in communication continue to emerge. In this descriptive case study, we have investigated a utility provider – with a geographical monopoly, who has successfully implemented a complaint management system, as part of their CRM process transformation. We have applied the teleological process theory (Ven de Ven and Poole 1995) to describe the organisational change, based on our empirical research.
Notes
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ISBN 9780868039947
0868039942
Language eng
Field of Research 080609 Information Systems Management
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2003, PACIS
Persistent URL http://hdl.handle.net/10536/DRO/DU:30005161

Document type: Conference Paper
Collections: School of Information and Business Analytics
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Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.