IDEAS home Printed from https://ideas.repec.org/a/vrs/organi/v42y2009i5p199-208n5.html
   My bibliography  Save this article

A Successful CRM Implementation Project in a Service Company: Case Study

Author

Listed:
  • Piskar Franka

    (Sanolabor, d. d., Leskoškova 4, 1000 Ljubljana, Slovenia)

  • Faganel Armand

    (Faculty of Management, University of Primorska, Cankarjeva 5, 6104 Koper, Slovenia)

Abstract

Customer relationship management - CRM implementations increased rapidly in Slovenia in the last few years, following the trends elsewhere. Studies reporting how the implementation project goes on before, between and after the implementation are scarce. We offer a thorough case study analysis of the CRM implementation with a positive outcome in a Slovene service company. Case study demonstrates that CRM implementation is a holistic and complex concept, which means that it is not merely an integration of new information technology, but everything that happens around the business processes changes. We recommend that the company has already established a process approach and the orientation toward customers. Study showed the need for efficient leadership, acquirement of resources and CRM strategy implementation control; trust to the software solution shouldn't be self-understood. Through implemented analytical CRM company can improve the relationship with customers, achieve larger information sharing between employees and accept better strategic decisions.

Suggested Citation

  • Piskar Franka & Faganel Armand, 2009. "A Successful CRM Implementation Project in a Service Company: Case Study," Organizacija, Sciendo, vol. 42(5), pages 199-208, September.
    • Handle: RePEc:vrs:organi:v:42:y:2009:i:5:p:199-208:n:5
    DOI: 10.2478/v10051-009-0017-y
    as

    Download full text from publisher

    File URL: https://doi.org/10.2478/v10051-009-0017-y
    Download Restriction: no
    File URL: https://libkey.io/10.2478/v10051-009-0017-y?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. ChiaCheng Chao & WenYuan Jen & YanPing Chi & Binshan Lin, 2007. "Determining technology trends and forecasts of CRM through a historical review and bibliometric analysis of data from 1991 to 2005," International Journal of Management and Enterprise Development, Inderscience Enterprises Ltd, vol. 4(4), pages 415-427.
    2. Mike Bolton, 2004. "Customer centric business processing," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 53(1), pages 44-51, January.
    3. M.P. Gupta & Sonal Shukla, 2002. "Learnings from Customer Relationship Management (CRM) Implementation in a Bank," Global Business Review, International Management Institute, vol. 3(1), pages 99-122, February.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Abdul Alem Mohammed & Basri bin Rashid, 2012. "Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance," International Review of Management and Marketing, Econjournals, vol. 2(4), pages 220-230.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Drago, Carlo & Gatto, Andrea & Ruggeri, Matteo, 2023. "Telemedicine as technoinnovation to tackle COVID-19: A bibliometric analysis," Technovation, Elsevier, vol. 120(C).
    2. Laura Grassi & Nicolas Figini & Lorenzo Fedeli, 2022. "How does a data strategy enable customer value? The case of FinTechs and traditional banks under the open finance framework," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 8(1), pages 1-34, December.
    3. Lingling Wang & Enjun Xia & Hao Li & Wei Wang, 2019. "A Bibliometric Analysis of Crowdsourcing in the Field of Public Health," IJERPH, MDPI, vol. 16(20), pages 1-14, October.
    4. Zhongqiu Liu & Yaolin Liu & Yangjie Guo & Hua Wang, 2013. "Progress in global parallel computing research: a bibliometric approach," Scientometrics, Springer;Akadémiai Kiadó, vol. 95(3), pages 967-983, June.
    5. Nayak, Bishwajit & Bhattacharyya, Som Sekhar & Krishnamoorthy, Bala, 2022. "Exploring the black box of competitive advantage – An integrated bibliometric and chronological literature review approach," Journal of Business Research, Elsevier, vol. 139(C), pages 964-982.
    6. Pantano, Eleonora & Priporas, Constantinos-Vasilios & Stylos, Nikolaos, 2018. "Knowledge Push Curve (KPC) in retailing: Evidence from patented innovations analysis affecting retailers' competitiveness," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 150-160.
    7. Adhiarna, Nyoman & Hwang, Yoon Min & Park, Min Jae & Rho, Jae Jeung, 2013. "An integrated framework for RFID adoption and diffusion with a stage-scale-scope cubicle model: A case of Indonesia," International Journal of Information Management, Elsevier, vol. 33(2), pages 378-389.
    8. Fosso Wamba, Samuel & Anand, Abhijith & Carter, Lemuria, 2013. "A literature review of RFID-enabled healthcare applications and issues," International Journal of Information Management, Elsevier, vol. 33(5), pages 875-891.
    9. Dabić, Marina & Marzi, Giacomo & Vlačić, Božidar & Daim, Tugrul U. & Vanhaverbeke, Wim, 2021. "40 years of excellence: An overview of Technovation and a roadmap for future research," Technovation, Elsevier, vol. 106(C).
    10. Jiang, Hanchen & Qiang, Maoshan & Fan, Qixiang & Zhang, Mengqing, 2018. "Scientific research driven by large-scale infrastructure projects: A case study of the Three Gorges Project in China," Technological Forecasting and Social Change, Elsevier, vol. 134(C), pages 61-71.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:vrs:organi:v:42:y:2009:i:5:p:199-208:n:5. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Peter Golla (email available below). General contact details of provider: https://www.sciendo.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.