A Data Quality Management Framework to Support Delivery and Consultancy of CRM Platforms

Renee Albrecht, Sietse Overbeek, Inge van de Weerd

2022

Abstract

CRM platforms heavily depend on high-quality data, where poor-quality data can negatively influence its adoption. Additionally, these platforms are increasingly interconnected and complex to meet growing needs of customers. Hence, delivery and consultancy of CRM platforms becomes highly complex. In this study, we propose a CRM data quality management framework that supports CRM delivery and consultancy firms to improve data quality management practices within their projects. The framework should also improve data quality within CRM solutions for their clients. We extract best practices for CRM data quality management by means of a literature study on data quality definition and measurement, data quality challenges, and data quality management methods. In a case study at an IT consultancy company, we investigate how CRM delivery and consultancy projects can benefit from the incorporation of data quality management practices. The design of the framework is validated by means of confirmatory focus groups and a questionnaire. The results translate into a framework that provides a high-level overview of data quality management practices incorporated in CRM delivery and consultancy projects. It includes the following components: Client profiling, project definition, preparation, migration/integration, data quality definition, assessment, and improvement.

Paper Citation

in Harvard Style

Albrecht R., Overbeek S. and van de Weerd I. (2022). A Data Quality Management Framework to Support Delivery and Consultancy of CRM Platforms. In Proceedings of the 24th International Conference on Enterprise Information Systems - Volume 2: ICEIS, ISBN 978-989-758-569-2, pages 62-74. DOI: 10.5220/0011092800003179

in Bibtex Style

@conference{iceis22,
author={Renee Albrecht and Sietse Overbeek and Inge van de Weerd},
title={A Data Quality Management Framework to Support Delivery and Consultancy of CRM Platforms},
booktitle={Proceedings of the 24th International Conference on Enterprise Information Systems - Volume 2: ICEIS,},
year={2022},
pages={62-74},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0011092800003179},
isbn={978-989-758-569-2},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 24th International Conference on Enterprise Information Systems - Volume 2: ICEIS,
TI - A Data Quality Management Framework to Support Delivery and Consultancy of CRM Platforms
SN - 978-989-758-569-2
AU - Albrecht R.
AU - Overbeek S.
AU - van de Weerd I.
PY - 2022
SP - 62
EP - 74
DO - 10.5220/0011092800003179