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Towards a definition of a CRM system life-cycle
dc.contributor.author | Bibiano, Luis H. |
dc.contributor.author | Pastor Collado, Juan Antonio |
dc.contributor.other | Universitat Politècnica de Catalunya. Departament d'Enginyeria de Serveis i Sistemes d'Informació |
dc.date.accessioned | 2013-03-01T12:17:13Z |
dc.date.available | 2013-03-01T12:17:13Z |
dc.date.created | 2006 |
dc.date.issued | 2006 |
dc.identifier.citation | Bibiano, L.; Pastor, J. Towards a definition of a CRM system life-cycle. A: European and Mediterranean Conference on Information Systems. "Proceedings of the European and Mediterranean Conference on Information Systems, EMCIS 2006". 2006, p. 1-8. |
dc.identifier.isbn | 978-190231646-8 |
dc.identifier.uri | http://hdl.handle.net/2117/18035 |
dc.description.abstract | 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. |
dc.format.extent | 8 p. |
dc.language.iso | eng |
dc.rights | Attribution-NonCommercial-NoDerivs 3.0 Spain |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/es/ |
dc.subject | Àrees temàtiques de la UPC::Informàtica::Sistemes d'informació |
dc.subject.lcsh | Customer relations -- Management |
dc.subject.lcsh | Product life cycle |
dc.subject.other | CRM |
dc.subject.other | Information systems |
dc.subject.other | Life-cycle |
dc.title | Towards a definition of a CRM system life-cycle |
dc.type | Conference report |
dc.subject.lemac | Relacions amb els clients |
dc.subject.lemac | Cicle de vida del producte |
dc.contributor.group | Universitat Politècnica de Catalunya. MPI - Modelització i Processament de la Informació |
dc.rights.access | Open Access |
local.identifier.drac | 10078460 |
dc.description.version | Postprint (published version) |
local.citation.author | Bibiano, L.; Pastor, J. |
local.citation.contributor | European and Mediterranean Conference on Information Systems |
local.citation.publicationName | Proceedings of the European and Mediterranean Conference on Information Systems, EMCIS 2006 |
local.citation.startingPage | 1 |
local.citation.endingPage | 8 |