Name
Abstract | ||
|---|---|---|
CRM is becoming critical to organisations worldwide as global competition increases and technological innovations in communication continue to emerge. In this descriptive case study, we have investigated a utility provider - with a geographical monopoly, who has successfully implemented a complaint management system, as part of their CRM process transformation. We have applied the teleological process theory (Ven de Ven and Poole 1995) to describe the organisational change, based on our empirical research. |
Year | Venue | Keywords |
|---|---|---|
2003 | PACIS | ccms,complaint management system,crm,management system,empirical research |
Field | DocType | Citations |
Computer science,Knowledge management,Complaint,Monopoly,Teleology,Management system,Process theory,Empirical research,Marketing | Conference | 1 |
PageRank | References | Authors |
0.37 | 0 | 3 |
Name | Order | Citations | PageRank |
|---|---|---|---|
| Chin CY | 1 | 1 | 0.37 |
| Unnithan CR | 2 | 1 | 0.37 |
| Chandana Unnithan | 3 | 26 | 3.15 |