CRM packaged software: a study of organisational experiences

Customer Relationship Management (CRM) packaged software has become a key contributor to attempts at aligning business and IT strategies in recent years. Throughout the 1990s there was, in many organisations strategies, a shift from the need to manage transactions and toward relationship management. Where Enterprise Resource Planning packages dominated the management of transactions era, CRM packages lead in regard to relationships. At present, balanced views of CRM packages are scantly presented instead relying on vendor rhetoric. This paper uses case study research to analyse some of the issues associated with CRM packages. These issues include the limitations of CRM packages, the need for a relationship orientation and the problems of a dominant management perspective of CRM. It is suggested that these issues could be more readily accommodated by organisational detachment from beliefs in IT as utopia, consideration of prior IS theory and practice and a more informed approach to CRM package selection

Social media as a data gathering tool for international business qualitative research: opportunities and challenges

Lusophone African (LA) multinational enterprises (MNEs) are becoming a significant pan-African and global economic force regarding their international presence and influence. However, given the extreme poverty and lack of development in their home markets, many LA enterprises seeking to internationalize lack resources and legitimacy in international markets. Compared to higher income emerging markets, Lusophone enterprises in Africa face more significant challenges in their internationalization efforts. Concomitantly, conducting significant international business (IB) research in these markets to understand these MNEs internationalization strategies can be a very daunting task. The fast-growing rise of social media on the Internet, however, provides an opportunity for IB researchers to examine new phenomena in these markets in innovative ways. Unfortunately, for various reasons, qualitative researchers in IB have not fully embraced this opportunity. This article studies the use of social media in qualitative research in the field of IB. It offers an illustrative case based on qualitative research on internationalization modes of LAMNEs conducted by the authors in Angola and Mozambique using social media to identify and qualify the population sample, as well as interact with subjects and collect data. It discusses some of the challenges of using social media in those regions of Africa and suggests how scholars can design their studies to capitalize on social media and corresponding data as a tool for qualitative research. This article underscores the potential opportunities and challenges inherent in the use of social media in IB-oriented qualitative research, providing recommendations on how qualitative IB researchers can design their studies to capitalize on data generated by social media.https://doi.org/10.1080/15475778.2019.1634406https://doi.org/10.1080/15475778.2019.1634406https://doi.org/10.1080/15475778.2019.1634406https://doi.org/10.1080/15475778.2019.1634406Accepted manuscriptPublished versio

A Business Intelligence Model for SMEs Based on Tacit Knowledge

This paper proposes a specific model of business intelligence in relation with SMEs practices, culture and competitive environment. This model is based on the mobilization of corporate tacit knowledge and informal information, aiming at interpreting anticipatory environmental information and assist strategic decision making. An empirical survey assessing the existing business intelligence practices in 20 French SMEs has identified seven necessary acceptance conditions of a business intelligence project as well as a managerial tool allowing tacit knowledge traceability.business intelligence; tacit knowledge; SMEs; sense-making

A framework on information behaviour of SME managers for decision-making on emerging ICTs

The aim of this study is to explore the perceived information needs and information behaviours of manager of UK small and medium-sized enterprises (SMEs). As technology advancement and innovation are changing rapidly affecting organisations in different ways, organization executives are introducing new technologies for their operations and business environment becomes more complex and dynamic, government introducing different policies to guide the use of these emerging ICTs. As a result, information becomes significant during adoption decision-making process for SME managers to make an inform decision. To achieve this aim, a framework is developed based on existing literature, using the technology organization environmental (TOE) model as the theoretical underpinning for empirical investigation on information behaviour of SME managers in this study. This study is qualitative in nature, and semi-structured face-to-face interviews were conducted with twenty SME managers in the UK service sector. The interviews were recorded and transcribed. Following Myers and Newman’s (2007) guidelines for qualitative interview and triangulation method were used to validate the conceptual framework and established the research rigour and quality. The research findings explained information behaviours of SME managers in the contexts of technology organisation environment as information behaviour triggered and perceived information needs during the adoption decision in SMEs. These findings provide further insight into ICT adoption in SMEs through information behaviours and highlighted the significant of sources of information and pre-information needed during the decision-making process. The research also contributes to theory in the information systems field by using relevant literature from information science field to explore information behaviours of SME managers. Future research can be done in other sectors of the economy to show more holistic behaviours of SME managers

Information Systems Undergraduate Degree Project: Gaining a Better Understanding of the Final Year Project Module

The place of an individual project in the final year of Information Systems (IS) undergraduate degrees at UK universities is well established. In this paper we compare the final year project modules at four UK universities: the University of Brighton, the University of South Wales, University of West London and the University of Westminster. We find that the aims of the projects are similar, emphasising the application of the knowledge and skills from the taught element of their course in a complex development project, often including interactions with a real client. Although we show in this analysis that projects serve a similar purpose in the IS degree courses, the associated learning outcomes and the assessment practice varies across the institutions. We identify some gaps in the skills and abilities that are not being assessed. In further work we are planning to consult final year students undertaking their projects and their supervisors, in order to gain an understanding of how project assessment criteria are actually put to use

Knowledge as Culture

Culture must not be seen as something that merely reflects an organization’s social reality: rather, it is an integral part of the process by which that reality is constructed. Knowledge management initiatives, per se, are not culture change projects; but, if culture stands in the way of what an organization needs to do, they must somehow impact

Information support and interactive planning in the digital factory : approach and industry-driven evaluation

In the modern world we are continuously surrounded by information. The human brain has to analyse and interpret this information to transform into useable knowledge that is then used in decision making activities. The advent and implementation of Industry 4.0 will make it a requirement for systems within factories to interact and share large quantities of information with each other. This large volume of information will make it even more difficult for the human resources within the factory to sift through the large amount of information required since there is a limit to the information that our brains can cope with. Just in time information retrieval (JITIR) within the digital factory environment aims to provide support to the human stakeholders in the system by proactively yet non-intrusively providing the required information at the right time based on the users context. This paper will therefore provide an insight into the cognitive difficulties experienced by humans in the digital factory and how JITIR can tackle these challenges. By validating the JITIR concept, several industry scenarios have been evaluated: an exemplary model, concerning the machine tool industry, is presented in the paper. The results of this research are a set of guidelines for the development of a digital factory support tool.peer-reviewe

Eliciting Expertise

Since the last edition of this book there have been rapid developments in the use and exploitation of formally elicited knowledge. Previously, (Shadbolt and Burton, 1995) the emphasis was on eliciting knowledge for the purpose of building expert or knowledge-based systems. These systems are computer programs intended to solve real-world problems, achieving the same level of accuracy as human experts. Knowledge engineering is the discipline that has evolved to support the whole process of specifying, developing and deploying knowledge-based systems (Schreiber et al., 2000) This chapter will discuss the problem of knowledge elicitation for knowledge intensive systems in general