A conceptual model of customer relationship management alignment
The paper proposes a conceptual model of customer relationship management (CRM) alignment. The research adopts the business-information system (IS) strategic alignment model, CRM process and technology perspectives and effectiveness of CRM as a basis. Based on a review of CRM, we propose CRM align...
| Main Authors: | , , , , , |
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| Format: | Proceeding Paper |
| Language: | English |
| Published: |
IADIS
2012
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/25346/ http://irep.iium.edu.my/25346/1/crm_iadis_mohamed_etal-FRGS.pdf |
| _version_ | 1848779450428162048 |
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| author | Mohamed, Norshidah Abdul Karim, Nor Shahriza Mahmud, Murni Ahlan, Abdul Rahman Hussein, Ramlah Kaur, Jasber |
| author_facet | Mohamed, Norshidah Abdul Karim, Nor Shahriza Mahmud, Murni Ahlan, Abdul Rahman Hussein, Ramlah Kaur, Jasber |
| author_sort | Mohamed, Norshidah |
| building | IIUM Repository |
| collection | Online Access |
| description | The paper proposes a conceptual model of customer relationship management (CRM) alignment. The research adopts the business-information system (IS) strategic alignment model, CRM process and technology perspectives and
effectiveness of CRM as a basis. Based on a review of CRM, we propose CRM alignment to consist of business-IS strategic alignment and CRM process-IS alignment. The impact of CRM-alignment is CRM performance that is modeled
using the Balanced Scorecard framework. As the research is in-progress, the results of pilot study are presented in the paper. |
| first_indexed | 2025-11-14T15:17:58Z |
| format | Proceeding Paper |
| id | iium-25346 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T15:17:58Z |
| publishDate | 2012 |
| publisher | IADIS |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-253462017-06-19T00:39:47Z http://irep.iium.edu.my/25346/ A conceptual model of customer relationship management alignment Mohamed, Norshidah Abdul Karim, Nor Shahriza Mahmud, Murni Ahlan, Abdul Rahman Hussein, Ramlah Kaur, Jasber T58.5 Information technology The paper proposes a conceptual model of customer relationship management (CRM) alignment. The research adopts the business-information system (IS) strategic alignment model, CRM process and technology perspectives and effectiveness of CRM as a basis. Based on a review of CRM, we propose CRM alignment to consist of business-IS strategic alignment and CRM process-IS alignment. The impact of CRM-alignment is CRM performance that is modeled using the Balanced Scorecard framework. As the research is in-progress, the results of pilot study are presented in the paper. IADIS 2012 Proceeding Paper PeerReviewed application/pdf en http://irep.iium.edu.my/25346/1/crm_iadis_mohamed_etal-FRGS.pdf Mohamed, Norshidah and Abdul Karim, Nor Shahriza and Mahmud, Murni and Ahlan, Abdul Rahman and Hussein, Ramlah and Kaur, Jasber (2012) A conceptual model of customer relationship management alignment. In: IADIS International Conference Information Systems 2012, 10-12 March, 2012, Berlin, Germany. http://www.is-conf.org/ |
| spellingShingle | T58.5 Information technology Mohamed, Norshidah Abdul Karim, Nor Shahriza Mahmud, Murni Ahlan, Abdul Rahman Hussein, Ramlah Kaur, Jasber A conceptual model of customer relationship management alignment |
| title | A conceptual model of customer relationship management alignment |
| title_full | A conceptual model of customer relationship management alignment |
| title_fullStr | A conceptual model of customer relationship management alignment |
| title_full_unstemmed | A conceptual model of customer relationship management alignment |
| title_short | A conceptual model of customer relationship management alignment |
| title_sort | conceptual model of customer relationship management alignment |
| topic | T58.5 Information technology |
| url | http://irep.iium.edu.my/25346/ http://irep.iium.edu.my/25346/ http://irep.iium.edu.my/25346/1/crm_iadis_mohamed_etal-FRGS.pdf |