Parikalpana: KIIT Journal of Management

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Defining Success in CRM Implementation Projects:An Empirical Study from the IT Consultants Perspective


Affiliations
1 Infosys Limited, India
2 Hyderabad Business School, GITAM University, India
3 GITAM University, Gandhinagar Campus, India
 

One of the key stakeholders in CRM implementations is the IT consultant, whose job is not only restricted to selecting the right package, but also ensure that the organisation implementing CRM is able to benefit from the same. For the IT consultant, CRM implementation is a technology project which enables resources for implementation. However 'success' per se has different meanings for various stakeholders and this article tries to analyse the definition of project success from a CRM project management perspective of an IT consultant. The article tries to look at the various factors that define success for CRM projects.
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  • Defining Success in CRM Implementation Projects:An Empirical Study from the IT Consultants Perspective

Abstract Views: 575  |  PDF Views: 9

Authors

Hory Sankar Mukerjee
Infosys Limited, India
U. Devi Prasad
Hyderabad Business School, GITAM University, India
S. S. Prasada Rao
GITAM University, Gandhinagar Campus, India

Abstract


One of the key stakeholders in CRM implementations is the IT consultant, whose job is not only restricted to selecting the right package, but also ensure that the organisation implementing CRM is able to benefit from the same. For the IT consultant, CRM implementation is a technology project which enables resources for implementation. However 'success' per se has different meanings for various stakeholders and this article tries to analyse the definition of project success from a CRM project management perspective of an IT consultant. The article tries to look at the various factors that define success for CRM projects.

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DOI: https://doi.org/10.23862/kiit-parikalpana%2F2017%2Fv13%2Fi1%2F151283