Understanding success and failure in customer relationship management

Customer Relationship Management (CRM) systems can help organizations manage customer interactions more effectively. Like many new technologies, CRM has been accompanied by vendor hype and stories of implementation failure. Work on critical success factors (CSFs) should encourage more appropriate implementation practice; however many CSF studies conclude with a list of factors but provide little further guidance. In particular, there is a need for stronger theoretical models of the entire CRM innovation process which can be used by managers to understand better the underlying causes of success and failure. This paper adopts a novel approach to this problem by firstly developing a conceptual model of CRM innovation and then converting this model into a dynamic simulation model. Some early simulation results illustrating changes in CRM benefits and organizational support over time are presented together with a discussion of the underlying causes and suggestions for how managers can counteract potential innovation failure.     

业务流程优化的实施方法研究

论述了业务流程优化的步骤,提出“六阶段”项目方法,即企业经营战略评估、关键成功要素分析、建立评价指标体系、确定关键业务流程、优化方案设计、优化方案实施,同时结合某公司实行业务流程优化的项目实例对“六阶段法”的具体工作内容进行分析研究。     

企业管理信息系统规划方法及相关问题初探

企业面对的信息量越来越庞杂，要想据高自身竞争力，必须进行信息系统规划。文章从技术层面介绍了关键成功因素法（CSF）、战略目标集转化法（SST）、企业系统规划法（BSP）等3种传统的管理信息系统规划方法，并对它们的优缺点和应用范围进行评析，为人们选择合适的信息系统规划方法提供借鉴。     

Dynamics of CSFs for business innovation: Normal vs. Crisis economic conditions

This research reviews the literature on business innovation, identifies CSFs for business innovation, empirically tests the validity of CSFs as well as examines the impact of CSFs on the success of business innovation, and investigates whether CSFs for business innovation are identical or different in normal and crisis economic conditions. Thorough extensive literature review, eleven CSFs were identified: motivation and rewards, TF team manpower, strategy, methodology, goals and measurement, organizational structure, change management, role of information technology, implementation, leadership, and communication. The respondents rated leadership as the most important CSF, followed by motivation & rewards, change management, TF team manpower, role of information technology, and strategy. In crisis economic conditions, the respondents evaluated leadership as the most important CSF, followed by motivation and rewards, TF team manpower, change management, strategy, and role of information technology. It may be that management approaches business innovation more strategically and methodologically to successfully complete business innovation projects since there are scarce resources and increasing pressure for success in crisis economic conditions. Regression analyses show that CSFs in total have very significant explanatory power in the success of business innovation and reveal that leadership and TF team manpower have the strongest explanatory power.