WCSE 2015
ISBN: 978-981-09-5471-0 DOI: 10.18178/wcse.2015.04.019

Evaluating the Effectiveness of the Implementation of CRM - Systems

Kozlov Sergey, Pokhorov Igor

Abstract— Identified the main indicators that can determine ongoing project implementation successful CRM-system or require urgent action to improve it. The analysis of the reasons for the unsuccessful implementation of CRM-systems, and follow-up to improve the quality of implementation. On the basis of analyzing the causes of unsuccessful implementation of CRM-system, identified key recommendations to improve the quality of implementation of CRM-systems, if not met the expected results of the implementation of end-users.

Index Terms— CRM-system implementation, project, customer relationship management

Kozlov Sergey, Pokhorov Igor
Department of System Analysis, National Research Nuclear University MEPhI, RUSSIA


Cite: Kozlov Sergey, Pokhorov Igor, "Evaluating the Effectiveness of the Implementation of CRM - Systems," 2015 The 5th International Workshop on Computer Science and Engineering-Information Processing and Control Engineering (WCSE 2015-IPCE), pp. 115-123, Moscow, Russia, April 15-17, 2015.