TY - GEN
T1 - Customer Relationship Management System Implementation Process and its Critical Success Factors
T2 - 13th International Conference on Advanced Computer Science and Information Systems, ICACSIS 2021
AU - Parahita, Anggraini Naya
AU - Eitiveni, Imairi
AU - Nurchahyo, Didy
AU - Efendi, Muhamad
AU - Shafarina, Respatia
AU - Aristio, Andre Parvian
N1 - Publisher Copyright:
© 2021 IEEE.
PY - 2021
Y1 - 2021
N2 - Customer Relationship Management (CRM) system implementation is a complex exercise in organizational transformation. Although companies spend a fortune on CRM packages and the implementation process, they still face various problems. This paper explains the CRM implementation process in a tower provider company, including identifying issues, implementation phases, and the business process based on Enhanced Telecom Operations Maps (e-TOM) framework. An in-depth single case study was conducted to analyze which critical success factors (CSF) are necessary. The results from the case study suggest that people, technology, and processes are the essential perspectives of CRM implementation. These perspectives are detailed into eight CSFs. The findings also recommend emphasizing CRM implementation as a business solution, not only an IT solution. The implementation process and the CSFs guide practitioners to plan and monitor CRM implementation and for researchers as a foundation for future research.
AB - Customer Relationship Management (CRM) system implementation is a complex exercise in organizational transformation. Although companies spend a fortune on CRM packages and the implementation process, they still face various problems. This paper explains the CRM implementation process in a tower provider company, including identifying issues, implementation phases, and the business process based on Enhanced Telecom Operations Maps (e-TOM) framework. An in-depth single case study was conducted to analyze which critical success factors (CSF) are necessary. The results from the case study suggest that people, technology, and processes are the essential perspectives of CRM implementation. These perspectives are detailed into eight CSFs. The findings also recommend emphasizing CRM implementation as a business solution, not only an IT solution. The implementation process and the CSFs guide practitioners to plan and monitor CRM implementation and for researchers as a foundation for future research.
KW - CRM
KW - Critical Success Factor
KW - Tower provider
KW - e-TOM framework
UR - http://www.scopus.com/inward/record.url?scp=85123821501&partnerID=8YFLogxK
U2 - 10.1109/ICACSIS53237.2021.9631314
DO - 10.1109/ICACSIS53237.2021.9631314
M3 - Conference contribution
AN - SCOPUS:85123821501
T3 - 2021 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2021
BT - 2021 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2021
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 23 October 2021 through 26 October 2021
ER -