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The criticality of risk factors in CRM Projects

Papadopoulos, Thanos, Ojiako, Udechukwu, Chipulu, Maxwell, Lee, Kwangwook (2012) The criticality of risk factors in CRM Projects. Project Management Journal, 43 (1). pp. 65-76. ISSN 8756-9728. E-ISSN 1938-9507. (doi:10.1002/pmj.20285) (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided) (KAR id:53057)

The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided.
Official URL:
http://dx.doi.org/10.1002/pmj.20285

Abstract

Customer relationship management (CRM) remains an area of considerable interest in contemporary project management literature, due to its association with high failure rates. This research examined the criticality of four risk factors. Quantitative data analyzed using PASW17 were collected from a sample of 250 CRM project practitioners. Although we found strong evidence to support the focus on these risk factors, which include “user training,” “top management support,” “business strategy and technology alignment,” and “effective project feedback,” the authors found that, although some risk factors may be identified as “critical,” their criticality is dependent on the context of the project.

Item Type: Article
DOI/Identification number: 10.1002/pmj.20285
Uncontrolled keywords: CRM; project implementation; criticality; risk; factors
Subjects: H Social Sciences
Divisions: Divisions > Kent Business School - Division > Department of Analytics, Operations and Systems
Depositing User: Kimberley Attard-Owen
Date Deposited: 10 Dec 2015 14:57 UTC
Last Modified: 16 Nov 2021 10:22 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/53057 (The current URI for this page, for reference purposes)

University of Kent Author Information

Papadopoulos, Thanos.

Creator's ORCID: https://orcid.org/0000-0001-6821-1136
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