Soft Approaches In Designing And Building Internal Customer Relationship Management Systems (ICRM)
- Katarzyna Rostek,
- Kamil Sitarski
The presented paper features the idea of an architecture and a methodology of implementation of an internal customer relationship management system. Originating from the classic customer relationship management system (CRM), authors present the solution which is dedicated to the internal customer, emphasizing those elements which influence training of employees (internal customers). Additionally, the methodology of designing and implementation of the ICRM system is described. This methodology originates from the conflict resolution theory - psychological and sociological negotiations of acceptable changes between the groups of employees and system designers (developers). The summary of the paper indicates the possible advantages resulting from the implementation of a company-wide internal customer relationship management system and the effect it may have on the relations with the external company customers.
- Record ID
- Schönsleben Paul, Paul Schönsleben Vodicka M., M. Vodicka Smeds R. R. Smeds [et al.] (eds.): Learning and Innovation In Value Added Networks , 2009, ETH Zurich, Center for Enterprise Sciences (BWI), 172 p., ISBN 978-39-093-86-949
- (en) English
- Score (nominal)
- Uniform Resource Identifier
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