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Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.3/196238
- Measuring CRM and SCM benefits: a preliminary measurement model
- Wang, Wenjuan; Sedera, Darshana; Tan, Felix
- Organizations invest heavily in Customer Relationship Management (CRM) and Supply Chain Management (SCM) systems, and their related infrastructure, presumably expecting positive benefits to the organization. Assessing the benefits of such applications is an important aspect of managing such systems. Considering the salient differences between CRM and SCM applications with other intra-organizational applications, existing Information Systems benefits measurement models and frameworks are ill-suited to gauge benefits of inter-organizational systems. This paper reports the preliminary findings of a measurement model developed to assess benefits of CRM and SCM applications. The preliminary model, which reflects the characteristics of the Analytic Theory, is derived using a review of 55 academic studies and 44 papers from the practice. Six hundred and six identified benefits were then synthesized in to 74 non-overlapping benefits, arranged under six dimensions.
- Publication type
- Conference poster
- Proceedings of the Pacific Asia Conference on Information Systems (PACIS 2009), Hyderabad, India, 10-12 July 2009, paper no. 12
- Publication year
- FOR Code(s)
- 0806 Information Systems
- Analytic theory; Benefits; Content analysis; CRM; Customer relationship management; Enterprise systems; ES; Information systems; SCM; Supply chain management
- Association for Information Systems
- Publisher URL
- Copyright © 2009.
- Peer reviewed