CRM Success Factors in Software Services firm: A Case Study Analysis

This study is undertaken to gain better understanding of Customer Relationship Management (CRM) success factors in software service and Information Technology (IT) companies. The literature on CRM gives the impression of being inconsistent. The objective is to uncover the success factors associated with a CRM project. A case study involving a Bangalore based IT company which had implemented CRM, was done. Semi-structured interview method was adopted for gathering data. The key finding is that effective leadership is critical for CRM success. The study confirms that the people, process and technology factors are crucial for a CRM program. IT companies are emerging significantly all over the world especially in Asia. These companies operate in a very competitive market and there is a need to distinguish a service from the competition, for survival. The effective use of CRM systems to improve service, performance, customer satisfaction and productivity is essential. However, the success factors for CRM in the service industry have not yet been studied. The value of this paper is that it illustrates how a case study approach can be used to understand the real CRM success factor in software service firms. Keywords: Software service industry, CRM success factor, Implementation, Case study investigatio

CRM Implementation in a Software Services firm: a Case Study Analysis

This study is undertaken to gain better understanding of CRM implementation in software service companies. The literature on CRM gives the impression of being inconsistent. The objective is to uncover the process of CRM implementation. A case study involving a Bangalore based software service firm which had implemented CRM, was done. Semi-structured interview method was adopted for gathering data. The key finding is that effective leadership is critical for CRM success. Also, findings have shown that CRM implementations have been successful and thus achieved corporate satisfaction. The study confirms that the people, process and technology factors are crucial for a CRM program. Software Services companies are emerging significantly all over the world especially in South Asia. These companies operate in a very competitive market and there is a need to distinguish a service from the competition, for endurance. The effective use of CRM systems to improve service, performance, customer satisfaction and productivity is fundamental. However, the process of CRM implementation in the service industry has not yet been studied. The paper outlines a guideline for a flexible CRM program. The value of this paper is that it illustrates how a case study approach can be used to understand the real implementation process by software service firms. Keywords: Software service industry, CRM implementation, Key drivers, Case study investigatio

Business Drivers for CRM Adoption in the Software Services Sector: A Case Study Analysis

This study was undertaken to gain better understanding of the business drivers for CRM adoption in software service companies. The literature on CRM gives the impression of being inconsistent. The objective is to uncover the market trend and reasons for CRM adoption. A case study analysis involving three Bangalore based software service firms which implemented CRM, was done. Semi-structured interview method was used for gathering data. The key finding of this research is that competition and customer retention are the major motivators for a firm to adopt CRM. Software services companies are fast emerging all over the world especially in South Asia. These companies operate in a very competitive market and there is a need to differentiate a service from the competition, for endurance. One of these differentiators could be the adoption of CRM to improve service, performance, customer satisfaction and productivity. However, the process of CRM adoption in the service industry has not yet been studied. The value of this paper is that it illustrates how a case study approach can be used to understand the real market scenarios and identify business drivers for CRM adoption by software service firms. Keywords: Software service industry, CRM implementation, Key drivers, Case study investigatio