Please use this identifier to cite or link to this item: https://doi.org/10.1016/j.dss.2006.01.007
Title: Towards a holistic perspective of customer relationship management (CRM) implementation: A case study of the Housing and Development Board, Singapore
Authors: Teo, T.S.H. 
Devadoss, P. 
Pan, S.L. 
Keywords: Case study
CRM
Holistic framework
Perspectives of CRM
Issue Date: 2006
Source: Teo, T.S.H., Devadoss, P., Pan, S.L. (2006). Towards a holistic perspective of customer relationship management (CRM) implementation: A case study of the Housing and Development Board, Singapore. Decision Support Systems 42 (3) : 1613-1627. ScholarBank@NUS Repository. https://doi.org/10.1016/j.dss.2006.01.007
Abstract: Organizations have increasingly recognized the importance of managing customer relationships, and many organizations are turning to customer relationship management (CRM) to better serve customers and facilitate closer relationships with them. This paper examines the implementation of CRM at the Housing and Development Board (HDB) in Singapore. The CRM architecture (comprising operational CRM, collaborative CRM and analytical CRM) deployed at HDB reflects a holistic approach to CRM implementation that integrates three key perspectives of CRM, namely, the business, technology and customer perspectives. Drawing from the case study, we present a holistic framework for CRM that binds information technologies with business processes for the delivery of high service quality. © 2006 Elsevier B.V. All rights reserved.
Source Title: Decision Support Systems
URI: http://scholarbank.nus.edu.sg/handle/10635/42993
ISSN: 01679236
DOI: 10.1016/j.dss.2006.01.007
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