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Authors: Matthias Hartel and Rebecca Bulander

Affiliation: Institute AIFB, University of Karlsruhe, Germany

Keyword(s): Mobile Customer Relationship Management, CRM, Objectives, Success Factors, mCRM-Projects.

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: Mobile Customer Relationship Management (mCRM) frames the interface between business and client by supporting mobile actors using mobile terminals with mobile business processes. Experiences from the CRM background show difficulties in the implementation phase. Two reasons are responsible for these difficulties: poor execution of the project and unattainable project objectives. Therefore achievable objectives and success factors of mCRM projects are identified in this article, analysing scientific publications and best-practice cases. Initially the potential project objectives are discovered. Following the success factors of mCRM projects are determined and finally the achieved goals in projects are ascertained.

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Paper citation in several formats:
Hartel, M. and Bulander, R. (2006). SUCCESS FACTORS OF MOBILE CRM PROJECTS – AN OVERVIEW - Description of Objectives and Success Factors of Mobile CRM Projects. In Proceedings of the International Conference on e-Business (ICETE 2006) - ICE-B; ISBN 978-972-8865-62-7, SciTePress, pages 306-312. DOI: 10.5220/0001428203060312

@conference{ice-b06,
author={Matthias Hartel. and Rebecca Bulander.},
title={SUCCESS FACTORS OF MOBILE CRM PROJECTS – AN OVERVIEW - Description of Objectives and Success Factors of Mobile CRM Projects},
booktitle={Proceedings of the International Conference on e-Business (ICETE 2006) - ICE-B},
year={2006},
pages={306-312},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0001428203060312},
isbn={978-972-8865-62-7},
}

TY - CONF

JO - Proceedings of the International Conference on e-Business (ICETE 2006) - ICE-B
TI - SUCCESS FACTORS OF MOBILE CRM PROJECTS – AN OVERVIEW - Description of Objectives and Success Factors of Mobile CRM Projects
SN - 978-972-8865-62-7
AU - Hartel, M.
AU - Bulander, R.
PY - 2006
SP - 306
EP - 312
DO - 10.5220/0001428203060312
PB - SciTePress

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