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|Title:||A process model for successful CRM system development|
|Source:||Kim, H.-W. (2004). A process model for successful CRM system development. IEEE Software 21 (4) : 22-28. ScholarBank@NUS Repository. https://doi.org/10.1109/MS.2004.1|
|Abstract:||A new process model promises to help practitioners in achieving successful IS development. By adopting an influence diagram as a cognitive mapping approach, the model identifies how factors interact, assuming external influences remain constant, and lets users map influential relationships between factors. Two case studies, one success and another failure, illustrate how these factors influence customer relationship management (CRM) system development and, consequently, determine whether a project succeeds or fails.|
|Source Title:||IEEE Software|
|Appears in Collections:||Staff Publications|
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