The criticality of risk factors in CRM Projects

Papadopoulos, T.; Ojiako, G.U.; Chipulu, M.; Lee, K.

Abstract

Customer relationship management (CRM) remains an area of considerable interest in contemporary project management literature, due to its association with high failure rates. This research examined the criticality of four risk factors. Quantitative data analyzed using PASW17 were collected from a sample of 250 CRM project practitioners. Although we found strong evidence to support the focus on these risk factors, which include “user training,” “top management support,” “business strategy and technology alignment,” and “effective project feedback,” the authors found that, although some risk factors may be identified as “critical,” their criticality is dependent on the context of the project.

Citation

Papadopoulos, T., Ojiako, G., Chipulu, M., & Lee, K. (2012). The criticality of risk factors in CRM Projects. Project Management Journal, 43(1), 65-76. https://doi.org/10.1002/pmj.20285

• Journal Article Type: Article
• Online Publication Date: Feb 1, 2012
• Publication Date: 2012-02
• Deposit Date: Sep 28, 2021
• Print ISSN: 8756-9728
• Electronic ISSN: 1938-9507
• Publisher: SAGE Publications
• Peer Reviewed: Peer Reviewed
• Volume: 43
• Issue: 1
• Pages: 65-76
• DOI: https://doi.org/10.1002/pmj.20285
• Keywords: CRM, project implementation, criticality, risk, factors
• Public URL: http://researchrepository.napier.ac.uk/Output/2802509