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Crm Project Management In The Service Industry In Hong Kong

In: Challenges In Information Technology Management



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


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


AbstractThis 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: Challenges In Information Technology Management, chapter 24, pages 161-167 World Scientific Publishing Co. Pte. Ltd..
  • Handle: RePEc:wsi:wschap:9789812819079_0024

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    More about this item


    Information Technology; Knowledge Management; Computing;

    JEL classification:

    • C61 - Mathematical and Quantitative Methods - - Mathematical Methods; Programming Models; Mathematical and Simulation Modeling - - - Optimization Techniques; Programming Models; Dynamic Analysis
    • C88 - Mathematical and Quantitative Methods - - Data Collection and Data Estimation Methodology; Computer Programs - - - Other Computer Software
    • D83 - Microeconomics - - Information, Knowledge, and Uncertainty - - - Search; Learning; Information and Knowledge; Communication; Belief; Unawareness
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software


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