Conference Proceedings
Benefits from CRM-based work systems
P Freeman, PB Seddon
Proceedings of the 13th European Conference on Information Systems Information Systems in A Rapidly Changing Economy Ecis 2005 | Published : 2005
Abstract
This paper explores the benefits of CRM-based work systems, and how these benefits are achieved, based on the content analysis of five case study organisations using CRM packaged software. Four main categories of benefits from CRM-based work systems are identified and discussed: improved customer-facing processes; improved management decisions; improved customer service; and increased business growth. These categories are contrasted to benefits frameworks developed by other researchers for ERP-based work systems. The most frequently mentioned benefits identified in this study are (a) access and capture customer information; (b) increased productivity from headcount reductions and other proce..
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