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Towards a definition of a CRM system life-cycle
Bibiano, Luis H.; Pastor Collado, Juan Antonio
Universitat Politècnica de Catalunya. Departament d'Enginyeria de Serveis i Sistemes d'Informació; Universitat Politècnica de Catalunya. MPI - Modelització i processament d´informació
In recent years, the interest on research in Customer Relationship Management (CRM) systems has grown notoriously. Many authors have made individual proposals of interesting topics to be researched around CRM systems, but no overarching research agenda has yet been proposed. Based upon a recent research literature review that we have undertaken, which includes several real case studies conducted in order to learn from CRM experience within specific companies and industries, we propose and detail what appears to be a natural CRM Systems Life-cycle. Although a more focussed cycle has been mentioned for CRM systems implementations, we propose and define in detail a CRM Systems Life-cycle which covers other phases preceding and following implementation. We believe that such a well-defined cycle may help in future proposals of research agendas around CRM systems, as well as in the contextualization of more specific research themes.
Àrees temàtiques de la UPC::Informàtica::Sistemes d'informació
Customer relations -- Management
Product life cycle
CRM
Information systems
Life-cycle
Relacions amb els clients
Cicle de vida del producte
Attribution-NonCommercial-NoDerivs 3.0 Spain
http://creativecommons.org/licenses/by-nc-nd/3.0/es/
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