IDEAS home Printed from https://ideas.repec.org/h/wsi/wschap/9789812819079_0024.html
   My bibliography  Save this book chapter

Crm Project Management In The Service Industry In Hong Kong

In: Challenges In Information Technology Management

Author

Listed:
  • CHI WAH MAN

    (Department of Computing, Hong Kong Polytechnic University, Hong Kong, P.R.China)

  • HARETON LEUNG

    (Department of Computing, Hong Kong Polytechnic University, Hong Kong, P.R.China)

Abstract

This paper proposes a project management model for customer relationship management projects for the service industry. It presents key findings from a survey of companies from the service industry and suggests that good communication management can increase the success rate of CRM projects. The other important project management areas are scope management, time management and project planning. The three key success factors are user involvement, executive commitment and process analysis. And the top three best practices for CRM project management are getting staff and management support and commitment, focusing on business not the technology, and managing stakeholder expectation. The findings confirm that people are critical to the success of CRM project management.

Suggested Citation

  • Chi Wah Man & Hareton Leung, 2008. "Crm Project Management In The Service Industry In Hong Kong," World Scientific Book Chapters, in: Man-Chung Chan & Ronnie Cheung & James N K Liu (ed.), Challenges In Information Technology Management, chapter 24, pages 161-167, World Scientific Publishing Co. Pte. Ltd..
    • Handle: RePEc:wsi:wschap:9789812819079_0024
    as

    Download full text from publisher

    File URL: https://www.worldscientific.com/doi/pdf/10.1142/9789812819079_0024
    Download Restriction: Ebook Access is available upon purchase.
    File URL: https://www.worldscientific.com/doi/abs/10.1142/9789812819079_0024
    Download Restriction: Ebook Access is available upon purchase.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:wsi:wschap:9789812819079_0024. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Tai Tone Lim (email available below). General contact details of provider: http://www.worldscientific.com/page/worldscibooks .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.