Change Management and Customer Relationship Management (CRM) Implementations: Planning for Success

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Title: Change Management and Customer Relationship Management (CRM) Implementations: Planning for Success
Author: Kanellakis, Nicholas
Abstract: This paper identifies change management practices that facilitate Customer Relationship Management (CRM) (Nykamp, 2001) implementations. Selected literature published between 1994 and 2004 is subjected to grounded theory and constant comparison analysis (Strauss and Corbin, 1990). Results are grouped by four change management areas from Kale (2005): training, leadership, infrastructure change, and performance metrics. The outcome is presented to CIOs and CRM steering committee members, as a decision support tool in planning a CRM implementation.
Description: x, 137 p. This paper was completed as part of the final research component in the University of Oregon Applied Information Management Master's Degree Program [see htpp://aim.uoregon.edu].
URI: http://hdl.handle.net/1794/7801
Date: 2005-12


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