A conceptual model of customer relationship management alignment

Mohamed, Norshidah and Abdul Karim, Nor Shahriza and Mahmud, Murni and Ahlan, Abdul Rahman and Hussein, Ramlah and Kaur, Jasber (2012) A conceptual model of customer relationship management alignment. In: IADIS International Conference Information Systems 2012, 10-12 March, 2012, Berlin, Germany.

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Abstract

The paper proposes a conceptual model of customer relationship management (CRM) alignment. The research adopts the business-information system (IS) strategic alignment model, CRM process and technology perspectives and effectiveness of CRM as a basis. Based on a review of CRM, we propose CRM alignment to consist of business-IS strategic alignment and CRM process-IS alignment. The impact of CRM-alignment is CRM performance that is modeled using the Balanced Scorecard framework. As the research is in-progress, the results of pilot study are presented in the paper.

Item Type:	Conference or Workshop Item (Plenary Papers)
Additional Information:	3451/25346
Uncontrolled Keywords:	Business strategy, customer relationship management, strategic alignment, information systems strategy, balanced scorecard
Subjects:	T Technology > T Technology (General) > T55.4 Industrial engineering.Management engineering. > T58.5 Information technology
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Information and Communication Technology > Department of Information System Kulliyyah of Information and Communication Technology > Department of Information System
Depositing User:	Dr. Murni Mahmud
Date Deposited:	23 Aug 2012 10:05
Last Modified:	19 Jun 2017 08:39
URI:	http://irep.iium.edu.my/id/eprint/25346

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