TY - JOUR
T1 - Towards a holistic perspective of customer relationship management (CRM) implementation: A case study of the Housing and Development Board, Singapore
AU - Teo, Thompson S.h.
AU - Devadoss, Paul
AU - Pan, Shan L.
PY - 2006/12/1
Y1 - 2006/12/1
N2 - Organizations have increasingly recognized the importance of managing customer relationships, and many organizations are turning to customer relationship management (CRM) to better serve customers and facilitate closer relationships with them. This paper examines the implementation of CRM at the Housing and Development Board (HDB) in Singapore. The CRM architecture (comprising operational CRM, collaborative CRM and analytical CRM) deployed at HDB reflects a holistic approach to CRM implementation that integrates three key perspectives of CRM, namely, the business, technology and customer perspectives. Drawing from the case study, we present a holistic framework for CRM that binds information technologies with business processes for the delivery of high service quality.
AB - Organizations have increasingly recognized the importance of managing customer relationships, and many organizations are turning to customer relationship management (CRM) to better serve customers and facilitate closer relationships with them. This paper examines the implementation of CRM at the Housing and Development Board (HDB) in Singapore. The CRM architecture (comprising operational CRM, collaborative CRM and analytical CRM) deployed at HDB reflects a holistic approach to CRM implementation that integrates three key perspectives of CRM, namely, the business, technology and customer perspectives. Drawing from the case study, we present a holistic framework for CRM that binds information technologies with business processes for the delivery of high service quality.
UR - https://linkinghub.elsevier.com/retrieve/pii/S0167923606000108
U2 - 10.1016/j.dss.2006.01.007
DO - 10.1016/j.dss.2006.01.007
M3 - Article
SN - 0167-9236
VL - 42
SP - 1613
EP - 1627
JO - Decision Support Systems
JF - Decision Support Systems
IS - 3
ER -