Parikalpana: KIIT Journal of Management

Open Access Open Access  Restricted Access Subscription Access

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.
User
Notifications
Font Size

  • Atkinson, R. (1999). Project management: cost, time and quality, two best guesses and a phenomenon, its time to accept other success criteria. International journal of project management, 17(6), 337-342.

  • Baccarini, D. (1999). The logical framework method for deûning project success. Project management journal, 30(4), 25-32.

  • Blount, J. (2013). People Love You. People Love You, 1-8.

  • Cooke-Davies, T. (2002). The “real” success factors on projects. International journal of project management, 20(3), 185-190.

  • DIDRAGA, O. (2013). The Role and the Effects of Risk Management in IT Projects Success. Informatica Economica, 17(1), 86-98.

  • Dvir, D., Raz, T., & Shenhar, A. J. (2003). An empirical analysis of the relationship between project planning and project success. International Journal of Project Management, 21(2), 89-95.

  • http://www.what-is-crm.com/crm-failures.php; Accessed on 5th January 2016

  • Munns, A. K., & Bjeirmi, B. F. (1996). The role of project management in achieving project success. International journal of project management, 14(2), 81-87.

  • Schwalbe, K. (2015). Information technology project management. Cengage Learning, pp 6

  • Serrador, P., & Turner, R. (2015). The relationship between project success and project efficiency. Project Management Journal, 46(1), 30-39.

  • Shrnhur, A. J., Levy, O., & Dvir, D. (1997). Mapping the dimensions of project success. Project management journal, 28(2), 5-13.

  • Thomas, M., Jacques, P. H., Adams, J. R., & Kihneman-Wooten, J. (2008). Developing an effective project: Planning and team building combined. Project Management Journal, 39(4), 105-113.

  • Turner, R., & Zolin, R. (2012). Forecasting success on large projects: developing reliable scales to predict multiple perspectives by multiple stakeholders over multiple time frames. Project Management Journal, 43(5), 87-99.

  • Zwikael, O., & Globerson, S. (2006). From Critical Success Factors to Critical Success Processes. International Journal Of Production Research, 44(17), 3433-3449


Abstract Views: 576

PDF Views: 9




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

Abstract Views: 576  |  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.

References





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