Organizational issues in CRM system implementation projects

Abstract

Customer Relationship Management (CRM) systems have gained notoriety over the beginning of this century. The increasing competitive levels of many businesses have propelled the extensive procurement, implementation and use of this kind of packaged software for many enterprises within many industries. Currently, in order to know how CRM systems have been implemented in such enterprises, academic researches have focused on conducting case studies in a varied set of organizations within several industries. The experiences and situations presented and analyzed in these documents may contribute greatly to CRM literature as well as to CRM implementation knowledge. In this paper an analysis of such case studies from an organizational perspective is undertaken. From such analysis a specific vision is drawn of which organizational factors appear, and how relevant they are, in the specific context of CRM systems implementation projects.