CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS AND MOBILE DEVICES - A Surevy of Customer Relationship Management Projects in German-speaking Europe

Rebecca Bulander

2009

Abstract

This paper focuses on the implementation of IT applications for Customer Relationship Management (CRM) using mobile devices. In literature we can find evidence about a high number of failed CRM implementation projects. A CRM implementation project in this paper is defined as an implementation of a CRM system together with mobile devices. However concerning CRM projects in combination with the implementation of mobile devices for field staff in sales and services there haven’t yet been many results published. This article summarises challenges, success factors and achieved objectives of CRM implementation projects. The basis of the research was a telephone survey of 102 respondents in German-speaking Europe.

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Paper Citation


in Harvard Style

Bulander R. (2009). CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS AND MOBILE DEVICES - A Surevy of Customer Relationship Management Projects in German-speaking Europe . In Proceedings of the International Conference on e-Business - Volume 1: ICE-B, (ICETE 2009) ISBN 978-989-674-006-1, pages 271-276. DOI: 10.5220/0002267002710276

in Bibtex Style

@conference{ice-b09,
author={Rebecca Bulander},
title={CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS AND MOBILE DEVICES - A Surevy of Customer Relationship Management Projects in German-speaking Europe},
booktitle={Proceedings of the International Conference on e-Business - Volume 1: ICE-B, (ICETE 2009)},
year={2009},
pages={271-276},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0002267002710276},
isbn={978-989-674-006-1},
}


in EndNote Style

TY - CONF
JO - Proceedings of the International Conference on e-Business - Volume 1: ICE-B, (ICETE 2009)
TI - CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS AND MOBILE DEVICES - A Surevy of Customer Relationship Management Projects in German-speaking Europe
SN - 978-989-674-006-1
AU - Bulander R.
PY - 2009
SP - 271
EP - 276
DO - 10.5220/0002267002710276