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Critical success factors in customer relationship management (CRM): a successful CRM implementation project in a service company

dc.contributor.advisorTsaklanganos, Angelos
dc.contributor.authorYiannoulatou, Litsa
dc.description.abstractThis research paper examines the strategic role of a CRM application in an organization and analyze the success factors of CRM implementation10 in firm. The purpose of this study is to find the critical success factors of customer relationship management implementation10 from a Customer Service Company in Cyprus. Semi-structured interviews were carried out to collect the needed data. The interviews were written or recorded then transcribed and analyzed by implying content analysis method. The results have reflected that the main success factors such as training employees, top management commitment and the desired organizational culture have been determined that impacts the project significantly and intensely toward obtaining the desired results. The case study illustrates that CRM is a complex and holistic concept, organized around business processes and the integration of information technologies. Commitment of the top management and the influence of a leadership4 style in a teams are very critical in order to motivate employees to follow organizations goals. The study, as mentioned before, highlights that implementing CRM requires effective 2 leadership4, sourcing, targeting and evaluation strategies.en_UK
dc.publisherBusiness Administration Program, School of Economics Sciences and Business, Neapolis University Paphosen_UK
dc.rightsΑπαγορεύεται η δημοσίευση ή αναπαραγωγή, ηλεκτρονική ή άλλη χωρίς τη γραπτή συγκατάθεση του δημιουργού και κάτοχου των πνευματικών δικαιωμάτωνen_UK
dc.subjectCustomer Relationship Management (CRM)en_UK
dc.subjectrelationship marketingen_UK
dc.subjectStrategic Planningen_UK
dc.subjectcustomer relationship management implementationen_UK
dc.subjectcustomer focusen_UK
dc.subjectprocess approachen_UK
dc.subjectcustomer informationen_UK
dc.titleCritical success factors in customer relationship management (CRM): a successful CRM implementation project in a service companyen_UK

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