Implementation dynamics for CRM system development

This paper considers the implementation of CRM systems based on evidence from longitudinal case studies in medium-sized companies operating in the business-to-business sector. This research addresses systems implementation from two key perspectives. These are 1) the emergence of risks to implementations from an organizational context rather than a technological context and 2) the emergence of unwritten/unconscious strategies that contribute to the achievement of implementation success. An immersive case study approach is employed where video data is used to capture key phases of the implementation process. Analysis suggests that a set of four implicit contracts exist between the main actors, leading to a successful implementation, despite other failures. These ‘contracts’ are believed to make a positive contribution for CRM implementation practitioners by mitigating some of the ongoing organizational risks

Listen to Nice

In describing Humphrey Jennings’ wartime documentary propaganda film, 'Listen to Britain' (1942), a film with an overtly poetic sensibility and dominantly musical soundtrack, John Corner asserts that ‘through listening to Britain, we are enabled to properly look at it'. This idea of sound leading our attention to the images has underpinned much of the collaborative work between composer and sound designer, Geoffrey Cox, and documentary filmmaker, Keith Marley. It is in this context that the article will analyse an extract of A Film About Nice (Marley and Cox 2010), a contemporary re-imagining of Jean Vigo’s silent documentary, 'A propos de Nice' (1930). Reference will be made throughout to the historical context, and the filmic and theoretical influences that have informed the way music and creative sound design have been used to place emphasis on hearing a place, as much as seeing it

Crop Updates 2000 Cereals - part 3

This session covers eighteen papers from different authors: BARLEY AND OAT AGRONOMY 1. Unicorn barley must meet malting specifications to be a viable option, Roslyn Jettnerand Blakely Paynter, Agriculture Western Australia 2. Optimum oat seed rates, Glenn McDonald, Agriculture Western Australia 3. Production and Quality of export Oaten Hay (1998 and 1989), Pierre Fievez, Pierre Fievez and Associates FROST 4. Climatology of Frost in Southern Western Australia, Ian Foster, Agriculture Western Australia 5. Flowering calculator, David Tennant, Agriculture Western Australia 6. Some options for managing the risk of frost damage, Wal Anderson, Agriculture Western Australia PASTURE 7. TIMERITE® Control of redlegged earth mite in south western Australia with a spring spray to pastures, James Ridsdill-Smith and Celia Pavri, CSIRO Entomology, University of Western Australia 8. The pattern of seed softening in subterranean clover in relation to presicted false break risk, Ross Chapman and Senthold Asseng, CSIRO Plant Industry, Centre for Mediterranean Agricultural Research 9. Charano serradella – a viable option for 1:1 cropping, Steve Carr and Brad Nutt IAMA Agri-Services Western Australia and Centre for Legumes in Mediterranean Agriculture, University of Western Australia 10. Alfalfa mosaic virus in alternative annual pasture and forage legumes, Lindrea Latham and Roger Jones, Crop Improvement Institute, Agriculture Western Australia and Centre for Legumes in Mediterranean Agriculture, University of Western Australia 11. Pasture mixture performs better than single-species-based pasture – 1999, Anyou Liu, Clinton Revell and David Ferris, Centre for Cropping Systems, Agriculture Western Australia 12. Better pasture management improves performance of following crops – 1999, Anyou Liu, Clinton Revell and David Ferris, Centre for Cropping Systems, Agriculture Western Australia 13. Lucerne Benefits Crop Production, Roy Latta1, Lisa-Jane Blacklow2, Chris Matthews1 1Agriculture Western Australia 2University of Western Australia 14. Does size count? Determining optimum release number of red apion for biocontrol of doublegee, Tim Woodburn and Paul Yeoh, CSIRO Entomology/CRC Weed Management Systems, Perth 15. Herbicide tolerance of some new cultivars of annual pasture legumes, Clinton Revell and Ian Rose, Centre for Cropping Systems, Agriculture Western Australia 16. Lucerne – crop rotations in the Esperance region, Anita Lyons, Roy Latta and Chris Matthews,Agriculture Western Australia PRECISION AGRICULTURE 17. Assessing the results of on-farm experiments using yield monitors, Simon Cook and Matthew Adams, CSIRO Land and Water 18. Achiever: A GIS based achievable yield and fertiliser recommendation system for precision agriculture, Robert J. Corner, Matthew L. Adams, Precision Agriculture Research Group CSIRO Land and Wate

Intermedial Relationships of Radio Features with Denis Mitchell’s and Philip Donnellan’s Early Television Documentaries

Writing of the closure in early 1965 of the Radio Features Department, Asa Briggs identifies one of the reasons for the controversial decision as ‘the incursion of television, which was developing its own features.’ ‘[Laurence] Gilliam and his closest colleagues believed in the unique merits of “pure radio”. The screen seemed a barrier’ (The History of Broadcasting in the United Kingdom, Vol. 5, p. 348). Rather than the screen being ‘a barrier’ for them, a number of the creators of the emerging television documentary were from the late 1950s onwards able to transfer and transform distinctive techniques of ‘pure radio’ into highly effective visual forms. Two key figures were the producers of ‘poetic’ documentaries Denis Mitchell and Philip Donnellan, who employed layered voices, imaginative deployments of music and effects, and allusive juxtapositions of sound and image, to develop an alternative (although always marginal) tradition to the supposedly objective approaches of current affairs and, later, verité filmmakers. And a dozen years after the dismemberment of the Features Department, Donnellan paid tribute to it in his glorious but little-seen film Pure Radio (BBC1, 3 November 1977). Taking important early films by Mitchell and Donnellan as case studies, this paper explores the impact of radio features on television documentaries in the 1950s and early 1960s, and assesses the extent to which the screen in its intermedial relationships with ‘pure radio’ was a barrier or, in the work of certain creators, an augmentation

Abstracts from the NIHR INVOLVE Conference 2017

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Resolving risk in CRM implementation

This research addresses systems implementation from two key perspectives. These are 1) the emergence of risks to implementations from an organizational context rather than a technological context and 2) the emergence of unwritten/unconscious strategies that contribute to the achievement of implementation success. An immersive case study approach is employed where video data is used to capture key phases of the implementation process. Analysis suggests a set of four implicit contracts exist between the main actors. These ‘contracts’ are believed to make a positive contribution to CRM implementation and mitigate some of the organizational risks

Customer Relationship Management Systems: Implementation Risks and Relationship Dynamics

This paper addresses variables in the implementation of software applications for aspects of Customer Relationship Management (CRM) systems in medium-sized organisations. The objective is to identify those variables that present the greatest risks to effective and successful implementation in the light of the operating relationships between the main ‘actors’ in multi-channel CRM implementation projects. Theoretical development is based on two central themes. The first theme is that any implementation has risks that need to be managed and the second is that the dynamics of the relationships of the main actors are more complex where a system is acquired from external developers than with an internally developed system. These assumptions are explored using qualitative linear case studies, where success or failure has not been established at the start. A model is derived which represents a typical relationship dynamic for a CRM implementation. By establishing the nature of the risks involved within the context of a monitored relationship dynamic this paper offers a framework for guidance in the implementation process

Implicit personal contracts and actor-group consensus in CRM implementations – evidence for their role in influencing success

Customer Relationship Management (CRM) systems have been seen to offer significant advantages to organisations seeking a more professional approach to the acquisition and retention of customers. The majority of early implementations have been reported as failures. There is substantial evidence to suggest that the high failure rate reflects excessive reliance on technology alone to improve performance and that insufficient attention has been paid to organisational and behaviour-related issues. This paper considers evidence from two longitudinal case studies in medium-sized companies that operate in the business-to-business sector. The first investigates the operational risks to CRM implementations and subsequently a three-dimensional model is developed to illustrate how the cognitive schemas and values of the actors in the implementation process may influence the emergence of risks to the implementation and subsequent business performance. The second case study is based on video recordings from the implementation process to study the behaviours of the actors and validate the model. Evidence emerges that although project management and resource allocation was poor the implementation was, nonetheless, considered successful. The paradox of success despite functional inadequacy is explored further to reveal evidence of shared motivation to make the project successful and flexibility in the relationships between the main groups of actors. Analysis of the data reveals implicit contracts between the main groups of actors within the consensus of a will to succeed. These behaviours are described as ‘actor-set consensus’ and ‘flexible contracting’, which are combined as constructs with the three-dimensional model of cognitive schemas and presented as a systems implementation meso-theory. The theory is seen to sit between generalised multiple factor theories of systems implementation and micro-level single factor research and to offer constructs that mediate between the two polarised approaches. The work is seen to have practical application through the provision of insights for the development of management tools for encouraging actor-set consensus and flexible contracting. Elements of flexible contracting are explored with this objective in mind

Customer relationship management systems : the development of implementation meso-theory

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