Customer Relationship Management System Implementation Process and its Critical Success Factors: A Case Study

Anggraini Naya Parahita, Imairi Eitiveni, Didy Nurchahyo, Muhamad Efendi, Respatia Shafarina, Andre Parvian Aristio

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Customer Relationship Management (CRM) system implementation is a complex exercise in organizational transformation. Although companies spend a fortune on CRM packages and the implementation process, they still face various problems. This paper explains the CRM implementation process in a tower provider company, including identifying issues, implementation phases, and the business process based on Enhanced Telecom Operations Maps (e-TOM) framework. An in-depth single case study was conducted to analyze which critical success factors (CSF) are necessary. The results from the case study suggest that people, technology, and processes are the essential perspectives of CRM implementation. These perspectives are detailed into eight CSFs. The findings also recommend emphasizing CRM implementation as a business solution, not only an IT solution. The implementation process and the CSFs guide practitioners to plan and monitor CRM implementation and for researchers as a foundation for future research.

Original languageEnglish
Title of host publication2021 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2021
PublisherInstitute of Electrical and Electronics Engineers Inc.
ISBN (Electronic)9781665442640
DOIs
Publication statusPublished - 2021
Event13th International Conference on Advanced Computer Science and Information Systems, ICACSIS 2021 - Depok, Indonesia
Duration: 23 Oct 202126 Oct 2021

Publication series

Name2021 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2021

Conference

Conference13th International Conference on Advanced Computer Science and Information Systems, ICACSIS 2021
Country/TerritoryIndonesia
CityDepok
Period23/10/2126/10/21

Keywords

  • Critical Success Factor
  • CRM
  • e-TOM framework
  • Tower provider

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