Towards a holistic perspective of customer relationship management (CRM) implementation: A case study of the Housing and Development Board, Singapore
Decision Support SystemsPublished 21 March 2006
Thompson S.H. Teo, Paul Devadoss, Shan L. Pan
Citations168
SJR quartileQ1
SJR score2.37
SNIP2.59
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TL;DR
The CRM architecture deployed at HDB reflects a holistic approach to CRM implementation that integrates three key perspectives of CRM, namely, the business, technology and customer perspectives.
Abstract
10.1016/j.dss.2006.01.007
Keywords
Decision SciencesBusiness, Management and Accounting
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