Explaining organizational investment in CRM point solutions

Freeman, Phillip, Seddon, Peter B. and Scheepers, Rens 2007, Explaining organizational investment in CRM point solutions, in ECIS 2007 Conference Proceedings, University of St. Gallen, Switzerland, pp. 203-214.

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Title Explaining organizational investment in CRM point solutions
Author(s) Freeman, Phillip
Seddon, Peter B.
Scheepers, Rens
Conference name European Conference on Information Systems (15th : 2007 : St. Gallen, Switzerland)
Conference location St Gallen, Switzerland
Conference dates 7-9 June 2007
Title of proceedings ECIS 2007 Conference Proceedings
Editor(s) Winter, Robert
Osterie, Hubert
Publication date 2007
Conference series European Conference on Information Systems
Start page 203
End page 214
Publisher University of St. Gallen
Place of publication Switzerland
Keyword(s) CRM
packed software
IS benefits
enterprise systems
interdependence
Summary This paper asks why organisations invest in non-integrated CRM point solutions when many of the benefits of enterprise systems are claimed to be due to integration of processes and information. This paper identifies six factors that explain why organisations invest in CRM point solutions: reduced risk; lower cost; quick benefits realization; low integration ability, low interdependence of business units, and high business-unit differentiation. The evidence suggests that when interdependence between parts of an organization is low, possibly due to one unit producing a clearly differentiated product, the attractions of lower risk, lower cost, and/or faster access to the benefits are likely to induce organizations to adopt CRM point solutions. The contribution of this study is that it recognizes that, and explains why, it is not always optimal for organizations to adopt integrated CRM solutions.
Language eng
Field of Research 080699 Information Systems not elsewhere classified
Socio Economic Objective 970108 Expanding Knowledge in the Information and Computing Sciences
HERDC Research category E1.1 Full written paper - refereed
Persistent URL http://hdl.handle.net/10536/DRO/DU:30036311

Document type: Conference Paper
Collection: School of Information and Business Analytics
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