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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: 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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