NDLI: Organizational perspective of CRM implementation factors in hospital

Content Provider	IEEE Xplore Digital Library
Author	Monem, H. Hussin, A.R.C. Behboodian, N.
Copyright Year	2011
Description	Author affiliation: Faculty of computer science and information system, University Technology Malaysia, Malaysia (Monem, H.; Hussin, A.R.C.; Behboodian, N.)
Abstract	Customer Relationship Management (CRM) projects implementation have been popular in the organizations and during three consecutive years, CRM related issues were in the top nine lists most concern for the chief executive officers in the USA because failure rate of IT project implementation is quite high. In reality, there have been many failed CRM projects. According to previous literatures, failure rate is between 30% and 70%. Although many investigations had been done on Critical Success Factors (CSF) and were produced long list of CSFs and Critical failure factors (CFF), but guidance in this era is very little and need more study. Specifically, more powerful theoretical models of CRM system implementation are needed for managers to get better understanding of the success factors. To this end, current article focused on organizational CRM implementation success factors in hospital and proposed a model to clarify the potential risk by reviewing and introducing effective success factors for implementing CRM. This paper zoomed on the organizational factors and software and patient factors are considered for further work. Practical investigations are needed to validate proposed model.
Starting Page	1
Ending Page	6
File Size	220588
Page Count	6
File Format	PDF
ISBN	9781612842950
e-ISBN	9781612842943
DOI	10.1109/ICRIIS.2011.6125745
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2011-11-23
Publisher Place	Malaysia
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	CFF Success mode Hospitals Customer relationship management Companies CSF Hospital Implementation Information systems CRM
Content Type	Text
Resource Type	Article

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1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
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4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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