IDEAS home Printed from https://ideas.repec.org/a/gam/jjrfmx/v14y2021i10p496-d658351.html
   My bibliography  Save this article

Minimising Risk—The Application of Kotter’s Change Management Model on Customer Relationship Management Systems: A Case Study

Author

Listed:
  • Danny Sittrop

    (Australian Institute of Management Business School, Sydney 2000, Australia)

  • Cheryl Crosthwaite

    (Australian Institute of Management Business School, Sydney 2000, Australia)

Abstract

Implementing a Customer Relationship Management (CRM) system requires significant consideration with respect to change management and the associated business risks. This paper describes how to best achieve the change goal and minimize these risks. The research question under investigation is: “How can Kotter’s change management model be used effectively to enhance the value and utilisation of a CRM system”. Kotter’s eight-stage change model is the adopted change model used by the organisation under study. As business intelligence (BI) is a growing field within industry and academia alike, limited substantive research has been done regarding how to manage the change process itself within a BI project. Often research either focuses on the technical development (e.g., agile methodology) or the change process from a holistic perspective. However, both are needed to effectively manage the risk of failure. The research design for this study was that of a single organisation case study. The research questions were addressed by using a deductive research style. To allow for multiple perspectives and triangulation of the data, a mixed-methods approach (Quant + QUAL) was used. Outcomes of the research showed that whilst there was some success in the implementation of Kotter’s change model, it could have been significantly improved if the competencies identified in this research were considered and incorporated prior and during the change journey. Building on Kotter’s classic work with change management, this research fills the gap by describing the pertinent competencies required in managing the change process, identifying common pitfalls and investigating the common threads between the ‘data to outcome’ process and the change management process to better mitigate the risk This paper adds value to current change literature/models by defining and describing the importance of these competencies when embarking on a change program related to BI tools and systems and how these competencies are incorporated into Kotter’s model.

Suggested Citation

  • Danny Sittrop & Cheryl Crosthwaite, 2021. "Minimising Risk—The Application of Kotter’s Change Management Model on Customer Relationship Management Systems: A Case Study," JRFM, MDPI, vol. 14(10), pages 1-20, October.
    • Handle: RePEc:gam:jjrfmx:v:14:y:2021:i:10:p:496-:d:658351
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/1911-8074/14/10/496/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/1911-8074/14/10/496/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Yair Levy & Kenneth E. Murphy & Stelios H. Zanakis, 2009. "A Value-Satisfaction Taxonomy of IS Effectiveness (VSTISE): A Case Study of User Satisfaction with IS and User-Perceived Value of IS," International Journal of Information Systems in the Service Sector (IJISSS), IGI Global, vol. 1(1), pages 93-118, January.
    2. William Yeoh & Aleš Popovič, 2016. "Extending the understanding of critical success factors for implementing business intelligence systems," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 67(1), pages 134-147, January.
    3. Chuck C.H. Law & Eric W.T. Ngai, 2005. "IT Business Value Research: A Critical Review and Research Agenda," International Journal of Enterprise Information Systems (IJEIS), IGI Global, vol. 1(3), pages 35-55, July.
    4. Ahmad Syahmi Ahmad Fadzil, 2017. "Resistance to Change (RTC): A Taxonomical Perspective," GATR Journals jmmr160, Global Academy of Training and Research (GATR) Enterprise.
    5. Aljaž Stare, 2011. "Reducing Negative Impact of Project Changes with Risk and Change Management," Zagreb International Review of Economics and Business, Faculty of Economics and Business, University of Zagreb, vol. 14(2), pages 71-85, November.
    6. Nicky J. Welton & Howard H. Z. Thom, 2015. "Value of Information," Medical Decision Making, , vol. 35(5), pages 564-566, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Asma I. Magaireah* & HidayahSulaiman & Nor’ashikin Ali, 2019. "Identifying the Most Critical Factors to Business Intelligence Implementation Success in the Public Sector Organizations," The Journal of Social Sciences Research, Academic Research Publishing Group, vol. 5(2), pages 450-462, 02-2019.
    2. Božič, Katerina & Dimovski, Vlado, 2019. "Business intelligence and analytics for value creation: The role of absorptive capacity," International Journal of Information Management, Elsevier, vol. 46(C), pages 93-103.
    3. Vincenzo Varriale & Antonello Cammarano & Francesca Michelino & Mauro Caputo, 2021. "Sustainable Supply Chains with Blockchain, IoT and RFID: A Simulation on Order Management," Sustainability, MDPI, vol. 13(11), pages 1-23, June.
    4. Valeria Costantini & Francesco Crespi & Giovanni Marin & Elena Paglialunga, 2016. "Eco-innovation, sustainable supply chains and environmental performance in European industries," LEM Papers Series 2016/19, Laboratory of Economics and Management (LEM), Sant'Anna School of Advanced Studies, Pisa, Italy.
    5. Lee, Alice J. & Ames, Daniel R., 2017. "“I can’t pay more” versus “It’s not worth more”: Divergent effects of constraint and disparagement rationales in negotiations," Organizational Behavior and Human Decision Processes, Elsevier, vol. 141(C), pages 16-28.
    6. Hussain, Hadia & Murtaza, Murtaza & Ajmal, Areeb & Ahmed, Afreen & Khan, Muhammad Ovais Khalid, 2020. "A study on the effects of social media advertisement on consumer’s attitude and customer response," MPRA Paper 104675, University Library of Munich, Germany.
    7. A. G. Fatullayev & Nizami A. Gasilov & Şahin Emrah Amrahov, 2019. "Numerical solution of linear inhomogeneous fuzzy delay differential equations," Fuzzy Optimization and Decision Making, Springer, vol. 18(3), pages 315-326, September.
    8. Cyril Chalendard, 2015. "Use of internal information, external information acquisition and customs underreporting," Working Papers halshs-01179445, HAL.
    9. Arun Advani & William Elming & Jonathan Shaw, 2023. "The Dynamic Effects of Tax Audits," The Review of Economics and Statistics, MIT Press, vol. 105(3), pages 545-561, May.
    10. Philippe Aghion & Ufuk Akcigit & Matthieu Lequien & Stefanie Stantcheva, 2017. "Tax Simplicity and Heterogeneous Learning," NBER Working Papers 24049, National Bureau of Economic Research, Inc.
    11. Marie Bjørneby & Annette Alstadsæter & Kjetil Telle, 2018. "Collusive tax evasion by employers and employees. Evidence from a randomized fi eld experiment in Norway," Discussion Papers 891, Statistics Norway, Research Department.
    12. Chuangen Gao & Shuyang Gu & Jiguo Yu & Hai Du & Weili Wu, 2022. "Adaptive seeding for profit maximization in social networks," Journal of Global Optimization, Springer, vol. 82(2), pages 413-432, February.
    13. Koessler, Frederic & Laclau, Marie & Renault, Jérôme & Tomala, Tristan, 2022. "Long information design," Theoretical Economics, Econometric Society, vol. 17(2), May.
    14. Jamal El-Den & Pratap Adikhari & Pratap Adikhari, 2017. "Social media in the service of social entrepreneurship: Identifying factors for better services," Journal of Advances in Humanities and Social Sciences, Dr. Yi-Hsing Hsieh, vol. 3(2), pages 105-114.
    15. Annette Alstadsæter & Wojciech Kopczuk & Kjetil Telle, 2019. "Social networks and tax avoidance: evidence from a well-defined Norwegian tax shelter," International Tax and Public Finance, Springer;International Institute of Public Finance, vol. 26(6), pages 1291-1328, December.
    16. Xiongnan Jin & Sejin Chun & Jooik Jung & Kyong-Ho Lee, 0. "A fast and scalable approach for IoT service selection based on a physical service model," Information Systems Frontiers, Springer, vol. 0, pages 1-16.
    17. Jun Hong Park & Sang Ho Kook & Hyeonu Im & Soomin Eum & Chulung Lee, 2018. "Fabless Semiconductor Firms’ Financial Performance Determinant Factors: Product Platform Efficiency and Technological Capability," Sustainability, MDPI, vol. 10(10), pages 1-22, September.
    18. Sebastian Kaumanns, 2019. "“Some fuzzy math”: relational information on debt value adjustments by managers and the financial press," Business Research, Springer;German Academic Association for Business Research, vol. 12(2), pages 755-794, December.
    19. Samuel J Gershman, 2015. "A Unifying Probabilistic View of Associative Learning," PLOS Computational Biology, Public Library of Science, vol. 11(11), pages 1-20, November.
    20. Arun Advani, 2022. "Who does and doesn't pay taxes?," Fiscal Studies, John Wiley & Sons, vol. 43(1), pages 5-22, March.

    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:gam:jjrfmx:v:14:y:2021:i:10:p:496-:d:658351. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    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.