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Title: The effect of organizational culture on CRM success
Authors: Al Duwailah, F
Ali, M
Keywords: Organizational culture;Customer relationship management (CRM);Adaptive learning;Competing values framework (CVF)
Issue Date: 2013
Publisher: Brunel University
Citation: Proceedings of the European, Mediterranean & Middle Eastern Conference on Information Systems (EMCIS) Accepted Refereed Papers, 2013, 17-18 October, Windsor, United Kingdom
Abstract: The aim of this paper is to develop a theoretical framework exemplifying the effect of organizational culture on the success of Customer Relationship Management (CRM) systems' implementation. This is deemed significant as yet little research has investigated the role of organizational culture as a critical success factor to CRM implementation. The proposed theoretical framework is developed based on the notion that nurturing an organizational culture that promotes adaptive learning leads to better management of customer information that in turn improves the quality of customer information, which is considered a key contributor to successful implementation of CRM initiatives. The Competing Values Framework (CVF) is used to measure "Organizational Culture" since it has proven its validity in examining the effect of organizational culture on organizational effectiveness and performance.
Description: Copyright @ 2013 EMCIS.
ISBN: 978-1-908549-11-2
Appears in Collections:Business and Management
Brunel Business School Research Papers

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