An integrative implementation framework for electronic customer relationship management: Revisiting the general principles of usability and resistance

J. Fjermestad, N. C. Romano

Research output: Chapter in Book/Report/Conference proceedingConference contribution

13 Scopus citations

Abstract

Electronic customer relationship management (eCRM) has become the latest paradigm in the world of customer relationship management. Recent business surveys suggest that up to 50% of such implementations do not yield measurable returns on investment. A secondary analysis of 13 case studies suggests that many of these limited success implementations can be attributed to usability and resistance factors. The objective of this paper is to review the general usability and resistance principles in order build an integrative framework for analyzing eCRM case studies. The conclusions suggest that if organizations want to get the most from their eCRM implementations they need to revisit the general principles of usability and resistance and apply them.

Original languageEnglish (US)
Title of host publicationProceedings of the 36th Annual Hawaii International Conference on System Sciences, HICSS 2003
EditorsRalph H. Sprague
PublisherInstitute of Electrical and Electronics Engineers Inc.
ISBN (Electronic)0769518745, 9780769518749
DOIs
StatePublished - Jan 1 2003
Event36th Annual Hawaii International Conference on System Sciences, HICSS 2003 - Big Island, United States
Duration: Jan 6 2003Jan 9 2003

Publication series

NameProceedings of the 36th Annual Hawaii International Conference on System Sciences, HICSS 2003

Other

Other36th Annual Hawaii International Conference on System Sciences, HICSS 2003
CountryUnited States
CityBig Island
Period1/6/031/9/03

All Science Journal Classification (ASJC) codes

  • Information Systems
  • Computer Science Applications

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