Papadopoulos, T., Ojiako, Udechukwu and Lee, K.
The criticality of implementation risk factors in CRM projects.
Project Management Journal
- Author's Original
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Customer Relationship Management (CRM) remains an area of considerable interest in contemporary project management literature. For one, CRM projects are associated with a high failure rate. This research examined the criticality of four risk factors; ‘user training’; ‘top management support’; ‘business strategy and technology alignment’; and ‘effective project feedback’. Quantitative data analysed using PASW17 was collected from a sample of two hundred and fifty CRM project practitioners. Although we find strong evidence to support the need for both scholars and practitioners to focus on these four risk factors, relatively weak explanation levels for three of these factors show the need to emphasise contact when examining risk factors in projects. It also shows that although some risk factors may be identified as ‘critical’, they do not have equal impact weightings
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