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Proceedings of the 38th Annual Hawaii International Conference on System Sciences (HICSS'05) - Track 8
Big Island, Hawaii
January 03-January 06
ISBN: 0-7695-2268-8
ASCII Text
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Farouk Missi, Sarmad Alshawi, Guy Fitzgerald, "Why CRM Efforts Fail? A Study of the Impact of Data Quality and Data Integration," Hawaii International Conference on System Sciences, vol. 8, pp. 216c, Proceedings of the 38th Annual Hawaii International Conference on System Sciences (HICSS'05) - Track 8, 2005.
 
 
BibTex
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@article{ 10.1109/HICSS.2005.695,
author = {Farouk Missi and Sarmad Alshawi and Guy Fitzgerald},
title = {Why CRM Efforts Fail? A Study of the Impact of Data Quality and Data Integration},
journal ={Hawaii International Conference on System Sciences},
volume = {8},
year = {2005},
issn = {1530-1605},
pages = {216c},
doi = {http://doi.ieeecomputersociety.org/10.1109/HICSS.2005.695},
publisher = {IEEE Computer Society},
address = {Los Alamitos, CA, USA},
}
 
 
RefWorks Procite/RefMan/Endnote
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TY - CONF
JO - Hawaii International Conference on System Sciences
TI - Why CRM Efforts Fail? A Study of the Impact of Data Quality and Data Integration
SN - 1530-1605
SP
EP
A1 - Farouk Missi,
A1 - Sarmad Alshawi,
A1 - Guy Fitzgerald,
PY - 2005
KW - CRM
KW - Data Quality
KW - Data Integration
KW - Implementation
VL - 8
JA - Hawaii International Conference on System Sciences
ER -
 
Farouk Missi, Brunel University, UK
Sarmad Alshawi, Brunel University, UK
Guy Fitzgerald, Brunel University, UK
This paper reports the results of a study into the implementation of data-driven customer relationship management (CRM) strategies. Despite its popularity, there is still a significant failure rate of CRM projects. A combination of survey and interviews/case studies research approach was used. It is found that CRM implementers are not investing enough efforts in improving data quality and data integration processes to support their CRM applications.
Index Terms:
CRM, Data Quality, Data Integration, Implementation
Citation:
Farouk Missi, Sarmad Alshawi, Guy Fitzgerald, "Why CRM Efforts Fail? A Study of the Impact of Data Quality and Data Integration," hicss, vol. 8, pp.216c, Proceedings of the 38th Annual Hawaii International Conference on System Sciences (HICSS'05) - Track 8, 2005
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