Resolving risk in CRM implementation

Hinton, Matthew and Corner, Ian (2013). Resolving risk in CRM implementation. In: IADIS International Conference: Information Systems Post-Implementation and Change Management 2013, 22-24 Jul 2013, Prague, Czech Republic.



This research addresses systems implementation from two key perspectives. These are 1) the emergence of risks to implementations from an organizational context rather than a technological context and 2) the emergence of unwritten/unconscious strategies that contribute to the achievement of implementation success. An immersive case study approach is employed where video data is used to capture key phases of the implementation process. Analysis suggests a set of four implicit contracts exist between the main actors. These ‘contracts’ are believed to make a positive contribution to CRM implementation and mitigate some of the organizational risks.

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