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Crm Project Management In The Service Industry In Hong Kong

In: Challenges In Information Technology Management

Author

Listed:
  • CHI WAH MAN

    (Department of Computing, Hong Kong Polytechnic University, Hong Kong, P.R.China)

  • HARETON LEUNG

    (Department of Computing, Hong Kong Polytechnic University, Hong Kong, P.R.China)

Abstract

This paper proposes a project management model for customer relationship management projects for the service industry. It presents key findings from a survey of companies from the service industry and suggests that good communication management can increase the success rate of CRM projects. The other important project management areas are scope management, time management and project planning. The three key success factors are user involvement, executive commitment and process analysis. And the top three best practices for CRM project management are getting staff and management support and commitment, focusing on business not the technology, and managing stakeholder expectation. The findings confirm that people are critical to the success of CRM project management.

Suggested Citation

  • Chi Wah Man & Hareton Leung, 2008. "Crm Project Management In The Service Industry In Hong Kong," World Scientific Book Chapters, in: Man-Chung Chan & Ronnie Cheung & James N K Liu (ed.), Challenges In Information Technology Management, chapter 24, pages 161-167, World Scientific Publishing Co. Pte. Ltd..
  • Handle: RePEc:wsi:wschap:9789812819079_0024
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