CRM PROJECT MANAGEMENT IN THE SERVICE INDUSTRY IN HONG KONG

Chi Wah Man and Hareton Leung
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Chi Wah Man: Department of Computing, Hong Kong Polytechnic University, Hong Kong, P.R.China
Hareton Leung: Department of Computing, Hong Kong Polytechnic University, Hong Kong, P.R.China

Chapter 24 in Challenges in Information Technology Management, 2008, pp 161-167 from World Scientific Publishing Co. Pte. Ltd.

Abstract: AbstractThis paper proposes a project management model for customer relationship management projects for the service industry. It presents key findings from a survey of companies from the service industry and suggests that good communication management can increase the success rate of CRM projects. The other important project management areas are scope management, time management and project planning. The three key success factors are user involvement, executive commitment and process analysis. And the top three best practices for CRM project management are getting staff and management support and commitment, focusing on business not the technology, and managing stakeholder expectation. The findings confirm that people are critical to the success of CRM project management.

Keywords: Information Technology; Knowledge Management; Computing (search for similar items in EconPapers)
Date: 2008
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