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dc.contributor.authorBibiano, Luis H.
dc.contributor.authorPastor Collado, Juan Antonio
dc.contributor.otherUniversitat Politècnica de Catalunya. Departament d'Enginyeria de Serveis i Sistemes d'Informació
dc.date.accessioned2013-03-01T12:17:13Z
dc.date.available2013-03-01T12:17:13Z
dc.date.created2006
dc.date.issued2006
dc.identifier.citationBibiano, 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.isbn978-190231646-8
dc.identifier.urihttp://hdl.handle.net/2117/18035
dc.description.abstractIn 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.extent8 p.
dc.language.isoeng
dc.rightsAttribution-NonCommercial-NoDerivs 3.0 Spain
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/3.0/es/
dc.subjectÀrees temàtiques de la UPC::Informàtica::Sistemes d'informació
dc.subject.lcshCustomer relations -- Management
dc.subject.lcshProduct life cycle
dc.subject.otherCRM
dc.subject.otherInformation systems
dc.subject.otherLife-cycle
dc.titleTowards a definition of a CRM system life-cycle
dc.typeConference report
dc.subject.lemacRelacions amb els clients
dc.subject.lemacCicle de vida del producte
dc.contributor.groupUniversitat Politècnica de Catalunya. MPI - Modelització i Processament de la Informació
dc.rights.accessOpen Access
drac.iddocument10078460
dc.description.versionPostprint (published version)
upcommons.citation.authorBibiano, L.; Pastor, J.
upcommons.citation.contributorEuropean and Mediterranean Conference on Information Systems
upcommons.citation.publishedtrue
upcommons.citation.publicationNameProceedings of the European and Mediterranean Conference on Information Systems, EMCIS 2006
upcommons.citation.startingPage1
upcommons.citation.endingPage8


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Except where otherwise noted, content on this work is licensed under a Creative Commons license: Attribution-NonCommercial-NoDerivs 3.0 Spain