A PROCESS FOR DETERMINING USER REQUIREMENTS IN eCRM DEVELOPMENT - A Strategic Aspect and Empirical Examination

Ing-Long Wu, Ching-Yi Hung

Abstract

Customer relationship management (CRM) has incerasingly become important while business focus has shifted from product-centric to customer-centric,. However, many organizations fail to achieve the objectives. One of the important determinants is the deployment of electronic CRM (eCRM) in organizations. In essence, CRM is complex in comprising product, channel, consumer, delivery, and service aspects. This requires different approaches in eCRM development. Determining user requirement is the most important phase and the key to the final success in system use. This research proposes a strategy-based process for system requirement analysis. Previous research has not discussed the important role of the CRM strategies in building eCRM. Moreover, the implemenation process was only reported partially in literature. Basically, the framework contains three steps: (1) define CRM strategies, (2) identify consumer and marketing characteristics, and (3) determine system requirements. This framework is further examined by empirical data. The results indicate that CRM strategies have positive impact on system requirement analysis while developing eCRM.

References

  1. Albert, T.C., Goes, P.B., and Gupta, A. (2004), A model for design and management of content and interactivity of customer-centric web sites, MIS Quarterly, 28, 2, 161-182.
  2. Arsham, H., and Dianich, D.F. (1988), Consumer buying behavior and optimal advertising strategy: the quadratic profit function case, Computer and Operations Research, 15, 299-310.
  3. Bettman, J. R. (1979), An Information Processing Theory of Consumer Choice, MA: Addison-Wesley.
  4. Bowman, B., Davis, G.B., and Wetherbe, J.C. (1983), Three stage model of MIS planning, Information & Management, 6, 1, 11-25.
  5. Brown, S.A. (2000), Customer Relationship Management-A Strategic Imperative in the World of e-Business, Ontario, Toronto: John Wiley & Sons.
  6. Browne, G.J. and Rogich, M. B. (2001), An empirical investigation of user requirements elicitation: comparing the effectiveness of promoting techniques, Journal of Management Information Systems, 17, 4, 223-249.
  7. Chan, J.O. (2005), Toward a unified view of customer relationship management, Journal of American Academy of Business, 6, 1, 32-38.
  8. Curry, J., and Curry, A. (2000), The Customer Marketing Method, New York: Simon & Schuster.
  9. Davis, G.B. (1982), Strategies for Information Requirements Determination, IBM Systems Journal, 21, 1, 4-30.
  10. Engel, J.F., Blackwell, R.D., and Miniard, P.W. (1990), Consumer Behavior, 6th ed., Chicago: Dryden Press.
  11. Guinan P.J., Cooprider, J.G., and Faraj, S. (1998), Enabling software development team performance during requirements definition: a behavioral versus technical approach, Information Systems Research, 9, 2, 101-125.
  12. Howard, J.A., and Sheth, J.N. (1969), The Theory of Buyer Behavior, New York: John Wiley & Sons.
  13. Kalakota, R. and Robinson, M. (2001), e-business: Roadmap for Success. Reading, MA: Addison-Wesley.
  14. Kale, S.H. (2004), CRM failure and the seven deadly sins, Marketing Management, 13, 5, 42-46.
  15. Karakostas, B., Kardaras, D, and Papathanassiou, E. (2005), The state of CRM adoption by the financial services in the UK: an empirical investigation, Information & Management, 42, 6, 853-863.
  16. Kennedy, M. and King, A.M. (2004), Using customer relationship management to increase profits, Strategic Finance, 85, 9, 36-42.
  17. Kotler, P. (1997), Market Management-Analysis, Planning, Implementation, & Control, 7th ed., Englewood Cliffs, New Jersey: Prentice-Hall.
  18. Larson, T.J and Naumann, J.D. (1992), An experimental comparison of abstract and concrete representations in system analysis, Information & Management 22, 1, 29-40.
  19. Lee-Kelley, L., Gilbert, D., and Mannicom, R. (2003), How e-CRM can enhance customer loyalty, Marketing Intelligence & Planning, 21, 4/5, 239-248.
  20. Leifer, R., Lee S., and Durgee, J. (1994), Deep structures: real information requirements determination, Information & Management, 27, 5, 275-285.
  21. Maguire, M., (2001), Context of use within usability activities, International Journal of Human Computer Studies, 55, 4, 453-483.
  22. Mowen, J.C. and Minors, M. (1998), Consumer behavior, 5thed., Upper Saddle River, New Jersey: Prentice-Hall.
  23. Neumann, S. (1994), Strategic Information Systems: Competition through Information Technologies, New York: Macmillan College.
  24. Pavlou, P.A., Consumer acceptance of electronic commerce - integrating trust and risk with the technology acceptance model, International Journal of Electronic Commerce, 7, 3, 2003, 69-103.
  25. Peppers, D., Rogers, M., and Dorf, B. (1999), Is your company ready for one-to-one marketing? Harvard Business Review, 151-160.
  26. Payne, A. and Frow, P. (2004), The role of multichannel integration in customer relationship management, Industrial Marketing Management, 33, 527-538.
  27. Rigby, D. and Ledingham, D. (2004), CRM done right, Harvard Business Review, 82, 11, 118-127.
  28. Schiffman, L.G., and Kanuk, L. L. (1994), Consumer Behavior, Englewood Cliffs, New Jersey: Prentice-Hall, pp.645-656.
  29. Sheth, J.N. (1974), Models of Buying Behavior, New York: Harper & Row, pp.17-33.
  30. Sheth, J.N., Newman, B.I., and Gross, B.L. (1991), Consumption Values and Market Choices: Theory and Applications, Cincinnati: South-Western.
  31. Sutcliffe, A. (1997), Task-related information analysis, International Journal of Huamn Computer Studies, 47, 2, 223-257.
  32. Teng, J.T.C. and Sethi, V., (1990), A comparison of information requirements analysis methods: an experimental study, Database, 27-39.
  33. Turban, E., King, D., Lee, J., and Viehland (2004), Electronic commerce: a managerial perspective, Upper Saddle River, New Jersey: Prentice-Hall.
  34. van Nunen, J.A.E. and Zuidwijk, R.A. (2004), E-enabled closed-loop supply chains, California Management review, 46, 2, 40-48.
  35. Wu, I.-L. and Wu, K.-W. (2005), A hybrid technology acceptance approach for exploring e-CRM adoption in organizations, 24, 4, 303-316.
Download


Paper Citation


in Harvard Style

Wu I. and Hung C. (2008). A PROCESS FOR DETERMINING USER REQUIREMENTS IN eCRM DEVELOPMENT - A Strategic Aspect and Empirical Examination . In Proceedings of the Tenth International Conference on Enterprise Information Systems - Volume 3: ICEIS, ISBN 978-989-8111-38-8, pages 5-12. DOI: 10.5220/0001668200050012


in Bibtex Style

@conference{iceis08,
author={Ing-Long Wu and Ching-Yi Hung},
title={A PROCESS FOR DETERMINING USER REQUIREMENTS IN eCRM DEVELOPMENT - A Strategic Aspect and Empirical Examination},
booktitle={Proceedings of the Tenth International Conference on Enterprise Information Systems - Volume 3: ICEIS,},
year={2008},
pages={5-12},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0001668200050012},
isbn={978-989-8111-38-8},
}


in EndNote Style

TY - CONF
JO - Proceedings of the Tenth International Conference on Enterprise Information Systems - Volume 3: ICEIS,
TI - A PROCESS FOR DETERMINING USER REQUIREMENTS IN eCRM DEVELOPMENT - A Strategic Aspect and Empirical Examination
SN - 978-989-8111-38-8
AU - Wu I.
AU - Hung C.
PY - 2008
SP - 5
EP - 12
DO - 10.5220/0001668200050012