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Author: Rebecca Bulander

Affiliation: Pforzheim University, Germany

Keyword(s): Customer Relationship Management, CRM, IT, CRM systems, CRM projects, Mobile devices, Mobile actors, Business to business sector.

Related Ontology Subjects/Areas/Topics: Business and Social Applications ; CRM and Business Solutions ; e-Business ; Enterprise Information Systems ; Enterprise Software Technologies ; Global Communication Information Systems and Services ; Software Engineering ; Telecommunications

Abstract: This paper focuses on the implementation of IT applications for Customer Relationship Management (CRM) using mobile devices. In literature we can find evidence about a high number of failed CRM implementation projects. A CRM implementation project in this paper is defined as an implementation of a CRM system together with mobile devices. However concerning CRM projects in combination with the implementation of mobile devices for field staff in sales and services there haven’t yet been many results published. This article summarises challenges, success factors and achieved objectives of CRM implementation projects. The basis of the research was a telephone survey of 102 respondents in German-speaking Europe.

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Paper citation in several formats:
Bulander, R. (2009). CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS AND MOBILE DEVICES - A Surevy of Customer Relationship Management Projects in German-speaking Europe. In Proceedings of the International Conference on e-Business (ICETE 2009) - ICE-B; ISBN 978-989-674-006-1, SciTePress, pages 271-276. DOI: 10.5220/0002267002710276

@conference{ice-b09,
author={Rebecca Bulander.},
title={CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS AND MOBILE DEVICES - A Surevy of Customer Relationship Management Projects in German-speaking Europe},
booktitle={Proceedings of the International Conference on e-Business (ICETE 2009) - ICE-B},
year={2009},
pages={271-276},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0002267002710276},
isbn={978-989-674-006-1},
}

TY - CONF

JO - Proceedings of the International Conference on e-Business (ICETE 2009) - ICE-B
TI - CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS AND MOBILE DEVICES - A Surevy of Customer Relationship Management Projects in German-speaking Europe
SN - 978-989-674-006-1
AU - Bulander, R.
PY - 2009
SP - 271
EP - 276
DO - 10.5220/0002267002710276
PB - SciTePress

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