Skip to main content

Is CRM Really Doomed to Fail? An Exploratory Study of the Barriers to CRM Implementation

Buy Article:

$15.62 plus tax (Refund Policy)

The authors conduct an exploratory investigation of the barriers to customer relationship management implementation. The paper identifies lack of senior management commitment to CRM, lack of end-user input at the design stage, inefficiencies in business process re-engineering prior to the start of implementation, and inter-departmental conflicts and poor communication as some of the chief barriers to user satisfaction with CRM. The authors also offer recommendations to overcome these barriers, and thereby improve business performance. The paper uses a multiple methods approach, combining depth interviews, survey research, and content analysis of respondents' comments.
No Reference information available - sign in for access.
No Citation information available - sign in for access.
No Supplementary Data.
No Article Media
No Metrics


Document Type: Research Article

Publication date: 2004-03-01

More about this publication?
  • Access Key
  • Free content
  • Partial Free content
  • New content
  • Open access content
  • Partial Open access content
  • Subscribed content
  • Partial Subscribed content
  • Free trial content
Cookie Policy
Cookie Policy
Ingenta Connect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more