A conceptual model of customer relationship management alignment

The paper proposes a conceptual model of customer relationship management (CRM) alignment. The research adopts the business-information system (IS) strategic alignment model, CRM process and technology perspectives and effectiveness of CRM as a basis. Based on a review of CRM, we propose CRM align...

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Main Authors:	Mohamed, Norshidah, Abdul Karim, Nor Shahriza, Mahmud, Murni, Ahlan, Abdul Rahman, Hussein, Ramlah, Kaur, Jasber
Format:	Conference or Workshop Item
Language:	English
Published:	IADIS 2012
Subjects:	T58.5 Information technology
Online Access:	http://irep.iium.edu.my/25346/ http://irep.iium.edu.my/25346/ http://irep.iium.edu.my/25346/1/crm_iadis_mohamed_etal-FRGS.pdf

id	iium-25346
recordtype	eprints
spelling	iium-253462017-06-19T00:39:47Z http://irep.iium.edu.my/25346/ A conceptual model of customer relationship management alignment Mohamed, Norshidah Abdul Karim, Nor Shahriza Mahmud, Murni Ahlan, Abdul Rahman Hussein, Ramlah Kaur, Jasber T58.5 Information technology The paper proposes a conceptual model of customer relationship management (CRM) alignment. The research adopts the business-information system (IS) strategic alignment model, CRM process and technology perspectives and effectiveness of CRM as a basis. Based on a review of CRM, we propose CRM alignment to consist of business-IS strategic alignment and CRM process-IS alignment. The impact of CRM-alignment is CRM performance that is modeled using the Balanced Scorecard framework. As the research is in-progress, the results of pilot study are presented in the paper. IADIS 2012 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/25346/1/crm_iadis_mohamed_etal-FRGS.pdf Mohamed, Norshidah and Abdul Karim, Nor Shahriza and Mahmud, Murni and Ahlan, Abdul Rahman and Hussein, Ramlah and Kaur, Jasber (2012) A conceptual model of customer relationship management alignment. In: IADIS International Conference Information Systems 2012, 10-12 March, 2012, Berlin, Germany. http://www.is-conf.org/
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	T58.5 Information technology
spellingShingle	T58.5 Information technology Mohamed, Norshidah Abdul Karim, Nor Shahriza Mahmud, Murni Ahlan, Abdul Rahman Hussein, Ramlah Kaur, Jasber A conceptual model of customer relationship management alignment
description	The paper proposes a conceptual model of customer relationship management (CRM) alignment. The research adopts the business-information system (IS) strategic alignment model, CRM process and technology perspectives and effectiveness of CRM as a basis. Based on a review of CRM, we propose CRM alignment to consist of business-IS strategic alignment and CRM process-IS alignment. The impact of CRM-alignment is CRM performance that is modeled using the Balanced Scorecard framework. As the research is in-progress, the results of pilot study are presented in the paper.
format	Conference or Workshop Item
author	Mohamed, Norshidah Abdul Karim, Nor Shahriza Mahmud, Murni Ahlan, Abdul Rahman Hussein, Ramlah Kaur, Jasber
author_facet	Mohamed, Norshidah Abdul Karim, Nor Shahriza Mahmud, Murni Ahlan, Abdul Rahman Hussein, Ramlah Kaur, Jasber
author_sort	Mohamed, Norshidah
title	A conceptual model of customer relationship management alignment
title_short	A conceptual model of customer relationship management alignment
title_full	A conceptual model of customer relationship management alignment
title_fullStr	A conceptual model of customer relationship management alignment
title_full_unstemmed	A conceptual model of customer relationship management alignment
title_sort	conceptual model of customer relationship management alignment
publisher	IADIS
publishDate	2012
url	http://irep.iium.edu.my/25346/ http://irep.iium.edu.my/25346/ http://irep.iium.edu.my/25346/1/crm_iadis_mohamed_etal-FRGS.pdf
first_indexed	2023-09-18T20:37:50Z
last_indexed	2023-09-18T20:37:50Z
_version_	1777409165469155328

A conceptual model of customer relationship management alignment

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