{"id":"https://openalex.org/W2071278512","doi":"https://doi.org/10.1145/1989098.1989100","title":"The successful implementation of customer relationship management (CRM) system projects","display_name":"The successful implementation of customer relationship management (CRM) system projects","publication_year":2011,"publication_date":"2011-05-24","ids":{"openalex":"https://openalex.org/W2071278512","doi":"https://doi.org/10.1145/1989098.1989100","mag":"2071278512"},"language":"en","primary_location":{"id":"doi:10.1145/1989098.1989100","is_oa":false,"landing_page_url":"https://doi.org/10.1145/1989098.1989100","pdf_url":null,"source":{"id":"https://openalex.org/S4210234096","display_name":"ACM SIGMIS Database the DATABASE for Advances in Information Systems","issn_l":"1532-0936","issn":["1532-0936","2331-1622"],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"ACM SIGMIS Database: the DATABASE for Advances in Information Systems","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5044694002","display_name":"Khawaja A. Saeed","orcid":"https://orcid.org/0000-0002-1669-4399"},"institutions":[{"id":"https://openalex.org/I39587148","display_name":"Wichita State University","ror":"https://ror.org/00c4e7y75","country_code":"US","type":"education","lineage":["https://openalex.org/I39587148"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Khawaja A. Saeed","raw_affiliation_strings":["Wichita State University, Wichita, KS, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Wichita State University, Wichita, KS, USA","institution_ids":["https://openalex.org/I39587148"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5068013432","display_name":"Varun Grover","orcid":"https://orcid.org/0000-0002-2894-1844"},"institutions":[{"id":"https://openalex.org/I8078737","display_name":"Clemson University","ror":"https://ror.org/037s24f05","country_code":"US","type":"education","lineage":["https://openalex.org/I8078737"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Varun Grover","raw_affiliation_strings":["College of Business and Behavioral Science, Clemson, SC, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business and Behavioral Science, Clemson, SC, USA","institution_ids":["https://openalex.org/I8078737"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5061787869","display_name":"William J. Kettinger","orcid":"https://orcid.org/0000-0003-0003-5599"},"institutions":[{"id":"https://openalex.org/I94658018","display_name":"University of Memphis","ror":"https://ror.org/01cq23130","country_code":"US","type":"education","lineage":["https://openalex.org/I94658018"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"William J. Kettinger","raw_affiliation_strings":["University of Memphis, Memphis, TN, USA","University of Memphis , Memphis , TN , USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Memphis, Memphis, TN, USA","institution_ids":["https://openalex.org/I94658018"]},{"raw_affiliation_string":"University of Memphis , Memphis , TN , USA","institution_ids":["https://openalex.org/I94658018"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5067035448","display_name":"Subo Guha","orcid":null},"institutions":[{"id":"https://openalex.org/I4210139069","display_name":"Computer Technology Associates (United States)","ror":"https://ror.org/03k03ec42","country_code":"US","type":"company","lineage":["https://openalex.org/I4210139069"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Subo Guha","raw_affiliation_strings":["Computer Associates, Austin, TX, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Computer Associates, Austin, TX, USA","institution_ids":["https://openalex.org/I4210139069"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5044694002"],"corresponding_institution_ids":["https://openalex.org/I39587148"],"apc_list":null,"apc_paid":null,"fwci":2.4466,"has_fulltext":false,"cited_by_count":12,"citation_normalized_percentile":{"value":0.90759967,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"42","issue":"2","first_page":"9","last_page":"31"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9995999932289124,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9995999932289124,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.9958000183105469,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9936000108718872,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.6417272090911865},{"id":"https://openalex.org/keywords/business-process-reengineering","display_name":"Business process reengineering","score":0.6366732120513916},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.6095293760299683},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.5885205864906311},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.5855270624160767},{"id":"https://openalex.org/keywords/psychological-intervention","display_name":"Psychological intervention","score":0.5799164772033691},{"id":"https://openalex.org/keywords/enterprise-resource-planning","display_name":"Enterprise resource planning","score":0.57956862449646},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5347157120704651},{"id":"https://openalex.org/keywords/information-system","display_name":"Information system","score":0.5235626101493835},{"id":"https://openalex.org/keywords/business-process","display_name":"Business process","score":0.48972848057746887},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.48160597681999207},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.3793143928050995},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.23058509826660156},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.12622377276420593},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.11114591360092163},{"id":"https://openalex.org/keywords/work-in-process","display_name":"Work in process","score":0.1035204827785492}],"concepts":[{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.6417272090911865},{"id":"https://openalex.org/C29143872","wikidata":"https://www.wikidata.org/wiki/Q876690","display_name":"Business process reengineering","level":3,"score":0.6366732120513916},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.6095293760299683},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5885205864906311},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5855270624160767},{"id":"https://openalex.org/C27415008","wikidata":"https://www.wikidata.org/wiki/Q7256382","display_name":"Psychological intervention","level":2,"score":0.5799164772033691},{"id":"https://openalex.org/C2777960535","wikidata":"https://www.wikidata.org/wiki/Q131508","display_name":"Enterprise resource planning","level":2,"score":0.57956862449646},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5347157120704651},{"id":"https://openalex.org/C180198813","wikidata":"https://www.wikidata.org/wiki/Q121182","display_name":"Information system","level":2,"score":0.5235626101493835},{"id":"https://openalex.org/C85345410","wikidata":"https://www.wikidata.org/wiki/Q851587","display_name":"Business process","level":3,"score":0.48972848057746887},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.48160597681999207},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3793143928050995},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.23058509826660156},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.12622377276420593},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.11114591360092163},{"id":"https://openalex.org/C174998907","wikidata":"https://www.wikidata.org/wiki/Q357662","display_name":"Work in process","level":2,"score":0.1035204827785492},{"id":"https://openalex.org/C137335462","wikidata":"https://www.wikidata.org/wiki/Q380772","display_name":"Lean manufacturing","level":2,"score":0.0},{"id":"https://openalex.org/C118552586","wikidata":"https://www.wikidata.org/wiki/Q7867","display_name":"Psychiatry","level":1,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C119599485","wikidata":"https://www.wikidata.org/wiki/Q43035","display_name":"Electrical engineering","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/1989098.1989100","is_oa":false,"landing_page_url":"https://doi.org/10.1145/1989098.1989100","pdf_url":null,"source":{"id":"https://openalex.org/S4210234096","display_name":"ACM SIGMIS Database the DATABASE for Advances in Information Systems","issn_l":"1532-0936","issn":["1532-0936","2331-1622"],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"ACM SIGMIS Database: the DATABASE for Advances in Information Systems","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":59,"referenced_works":["https://openalex.org/W47594971","https://openalex.org/W135403359","https://openalex.org/W172604380","https://openalex.org/W1512155141","https://openalex.org/W1516261653","https://openalex.org/W1519759076","https://openalex.org/W1527353115","https://openalex.org/W1531814423","https://openalex.org/W1550387702","https://openalex.org/W1580207105","https://openalex.org/W1587451402","https://openalex.org/W1587903092","https://openalex.org/W1598938328","https://openalex.org/W1690752540","https://openalex.org/W1932447543","https://openalex.org/W1965145950","https://openalex.org/W1970766149","https://openalex.org/W1970829704","https://openalex.org/W1991128352","https://openalex.org/W1999410909","https://openalex.org/W1999562675","https://openalex.org/W2009655125","https://openalex.org/W2037710531","https://openalex.org/W2037802710","https://openalex.org/W2050248390","https://openalex.org/W2053359185","https://openalex.org/W2057012437","https://openalex.org/W2062454779","https://openalex.org/W2072816335","https://openalex.org/W2073912395","https://openalex.org/W2077229337","https://openalex.org/W2080990131","https://openalex.org/W2083922179","https://openalex.org/W2095654817","https://openalex.org/W2099582074","https://openalex.org/W2104719746","https://openalex.org/W2106096310","https://openalex.org/W2121051892","https://openalex.org/W2124179048","https://openalex.org/W2124927217","https://openalex.org/W2129012488","https://openalex.org/W2129332601","https://openalex.org/W2131301419","https://openalex.org/W2132210159","https://openalex.org/W2132447236","https://openalex.org/W2134648895","https://openalex.org/W2135492276","https://openalex.org/W2136754123","https://openalex.org/W2137963603","https://openalex.org/W2141951329","https://openalex.org/W2171622150","https://openalex.org/W2907899433","https://openalex.org/W2994184372","https://openalex.org/W3009662007","https://openalex.org/W3022339544","https://openalex.org/W3216828173","https://openalex.org/W4237982162","https://openalex.org/W4239117382","https://openalex.org/W6680141602"],"related_works":["https://openalex.org/W2188056620","https://openalex.org/W2376346318","https://openalex.org/W2000724425","https://openalex.org/W1536499641","https://openalex.org/W2106829037","https://openalex.org/W2121667536","https://openalex.org/W17257199","https://openalex.org/W1578311447","https://openalex.org/W2071278512","https://openalex.org/W1857030562"],"abstract_inverted_index":{"We":[0],"draw":[1],"on":[2,59,81],"information":[3,63,113],"systems":[4,114],"(IS)":[5],"implementation,":[6],"business":[7,125],"process":[8],"reengineering,":[9],"and":[10,62,88,91,102,157,163],"relationship":[11],"management":[12,54],"research":[13,179],"to":[14,20,105,143],"identify":[15],"specific":[16],"interventions":[17,31,108],"that":[18,115],"contribute":[19],"successful":[21,96,185],"implementation":[22,61,97],"of":[23,41,52,71,84,98,112,129,148],"Customer":[24],"Relationship":[25],"Management":[26],"(CRM)":[27],"system":[28,86,150,161,187],"projects.":[29],"These":[30],"are":[32],"examined":[33],"across":[34],"multiple":[35,119],"cases,":[36],"which":[37],"depict":[38],"varying":[39],"levels":[40],"performance":[42],"outcomes.":[43],"The":[44,76,127,166],"analysis":[45],"not":[46,116],"only":[47,117],"confirms":[48],"the":[49,82,110,130,145,170,182],"important":[50],"role":[51,83],"top":[53],"found":[55],"in":[56,94,109,180],"early":[57],"studies":[58],"IS":[60],"integration,":[64],"but":[65,122],"provides":[66],"a":[67],"more":[68],"granular":[69],"assessment":[70],"these":[72,107],"executive":[73],"level":[74],"interventions.":[75],"study":[77,131],"also":[78,123],"shines":[79],"light":[80],"CRM":[85,99,149,186],"characteristics":[87],"cooperative":[89],"cross-functional":[90],"inter-organizational":[92],"relationships":[93],"facilitating":[95],"systems.":[100],"Researchers":[101],"managers":[103,133],"need":[104],"consider":[106],"context":[111],"impact":[118],"functional":[120],"units":[121],"external":[124],"partners.":[126],"results":[128],"provide":[132,173],"with":[134,175],"insights":[135],"into":[136],"areas":[137],"where":[138],"they":[139],"can":[140],"successfully":[141],"intervene":[142],"manage":[144],"behavioral":[146],"aspects":[147],"projects,":[151],"make":[152],"effective":[153],"resource":[154],"allocation":[155],"decisions,":[156],"better":[158],"plan":[159],"for":[160,177,184],"functionality":[162],"structural":[164],"issues.":[165],"propositions":[167],"derived":[168],"from":[169],"data":[171],"will":[172],"scholars":[174],"impetus":[176],"further":[178],"clarifying":[181],"formula":[183],"implementation.":[188]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":4},{"year":2012,"cited_by_count":1}],"updated_date":"2026-05-21T06:26:12.895304","created_date":"2025-10-10T00:00:00"}