Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Knowledge Management and Business IntelligenceThe value of Information Technology (IT) adoption has been and still is a crucial question for the decision on IT adoption. In this paper we suggest and test a research model that aims at defining the integrative value of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems. ERP and CRM systems is analysed based on the Resource Based View (RBV) of the firm and will be measured by its impact on business value, having in consideration the moderation of system and process integration. The research model was tested and analysed with data, collected with the assistance of Microsoft, from firms that have adopted both ERP and CRM systems in their organization. Our aim with this research is that it will provide new knowledge on how ERP and CRM systems may positively influence value from IT investments, and how systems integration as well as process integration provides business value
