Paper Info
Title
THE CRITICAL SUCCESS FACTORS FOR PUBLIC SECTOR CRM IMPLEMENTATION
Abstract
In the private business sector, researchers have used the theory of planned behavior (TPB) to theorize IT implementation factors in three groups: contextual factors, organizational factors and individual factors. However, little research has been conducted regarding the use of these factors to study CRM implementation in the public institution sector. The objective of this study is to identify which private business IT and CRM implementation factors best fit to the CRM implementation at a public institution. For this purpose, data was collected through interviews involving 19 consultants of a US state small-business development center (SBDC) which recently implemented a CRM system. After using the grounded theory approach to generate CRM implementation factors from data, the contextual factors found were compatibility with SBA-EDMIS, environmental pressure, choice of technology, and outsourcing decision. The organizational factors found were high volume of data, investment decision, cost-effectiveness of CRM technology, and top management support. Some factors which are classified in the literature in some cases as organizational and in some cases as individual were also found. They are hybrid individual-organizational factors: training activities and CRM user acceptance. Some of the expected individual factors were not found.
Year
DOI
Venue
2011
10.1080/08874417.2011.11645539
JOURNAL OF COMPUTER INFORMATION SYSTEMS
Keywords
Field
DocType
CRM implementation,contextual factors,organizational factors,individual factors
Grounded theory,Critical success factor,Computer science,Outsourcing,Knowledge management,Business sector,Public institution,Theory of planned behavior,Public sector,Marketing
Journal
Volume
Issue
ISSN
52.0
2.0
0887-4417
Citations 
PageRank 
References 
0
0.34
0
Authors
4
Name
Order
Citations
PageRank
Assion Lawson-Body1315.34
Lori Willoughby200.68
Laurence Mukankusi320.70
Kinvi Logossah410.69