The Criticality of Risk Factors in Customer Relationship Management Projects
| Autor: | Udechukwu Ojiako, Maxwell Chipulu, Thanos Papadopoulos, Kwangwook Lee |
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| Rok vydání: | 2012 |
| Předmět: |
Risk management plan
Process management business.industry Strategy and Management Project risk management Context (language use) Customer relationship management Risk analysis (business) Management of Technology and Innovation Business and International Management Marketing Project management business Risk management Technology alignment |
| Zdroj: | Project Management Journal. 43:65-76 |
| ISSN: | 1938-9507 8756-9728 |
| Popis: | Customer relationship management (CRM) remains an area of considerable interest in contemporary project management literature, due to its association with high failure rates. This research examined the criticality of four risk factors. Quantitative data analyzed using PASW17 were collected from a sample of 250 CRM project practitioners. Although we found strong evidence to support the focus on these risk factors, which include “user training,” “top management support,” “business strategy and technology alignment,” and “effective project feedback,” the authors found that, although some risk factors may be identified as “critical,” their criticality is dependent on the context of the project. |
| Databáze: | OpenAIRE |
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