Implementing CRM System in a Global Organization National vs. Organizational Culture

OPEN ARCHIVE

Union Jack
Dannebrog

Implementing CRM System in a Global Organization National vs. Organizational Culture

Show simple item record

dc.contributor.author Frygell, Linda
dc.contributor.author Hedman, Jonas
dc.contributor.author Carlsson, Sven
dc.date.accessioned 2017-01-05T10:25:06Z
dc.date.available 2017-01-05T10:25:06Z
dc.date.issued 2017-01-05
dc.identifier.uri http://hdl.handle.net/10398/9431
dc.description.abstract This paper presents a longitudinal case study of a multi-national company’s Customer Relationship Management implementation in China, Poland, Russia, Middle East, Dubai, Pakistan, Iran, Korea and Japan. Although the cooperation has extensive experience in implementing systems in its different global subsidiaries, and has planned the implementation well, the implementation was not a complete success. The study has identified that the cultural factor are important, but not stressed enough in the current CRM literature. Understanding the difference between the organizational culture in which the system is developed and the national culture in which the system is implemented, as well as having a strategy for how to embrace and control/adjust to cultural values, is vital for a successful system implementation. en_US
dc.format.extent 4586-4595 en_US
dc.language eng en_US
dc.publisher University of Hawai'i en_US
dc.title Implementing CRM System in a Global Organization National vs. Organizational Culture en_US
dc.type cp en_US
dc.contributor.corporation Copenhagen Business School. CBS en_US
dc.contributor.corporation Lund University en_US
dc.contributor.department Institut for IT-Ledelse en_US
dc.contributor.departmentshort ITM en_US
dc.contributor.departmentuk Department of IT Management en_US
dc.contributor.departmentukshort ITM en_US
dc.description.notes Paper published in Proceedings of the 50th Hawaii International Conference on System Sciences en_US
dc.publisher.city Honolulu en_US
dc.publisher.year 2017 en_US


Creative Commons License This work is licensed under a Creative Commons License.

Files Size Format View
J_Hedman_HICSS50_paper0570.pdf 269.6Kb PDF View/Open Conference paper

This item appears in the following Collection(s)

Show simple item record