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Soft systems methodology in IT project management: Implementing CRM in SMEs

Research output: Contribution in Book/Report/Proceedings - With ISBN/ISSNConference contribution/Paperpeer-review

Published
Publication date1/12/2006
Host publicationAssociation for Information Systems - 12th Americas Conference On Information Systems, AMCIS 2006
PublisherAssociation for Information Systems
Pages3710-3720
Number of pages11
ISBN (Print)9781604236262
<mark>Original language</mark>English
Event12th Americas Conference on Information Systems, AMCIS 2006 - Acapulco, Mexico
Duration: 4/08/20066/08/2006

Conference

Conference12th Americas Conference on Information Systems, AMCIS 2006
Country/TerritoryMexico
CityAcapulco
Period4/08/066/08/06

Publication series

NameAssociation for Information Systems - 12th Americas Conference On Information Systems, AMCIS 2006
Volume6

Conference

Conference12th Americas Conference on Information Systems, AMCIS 2006
Country/TerritoryMexico
CityAcapulco
Period4/08/066/08/06

Abstract

This paper reports on some of the outcomes from a two-year Knowledge Transfer Programme (KTP) which included the development of an implementation process for the installation of customer relationship management (CRM) applications in small to medium-sized enterprises (SMEs) in the UK mail order sector. Soft systems methodology (SSM) was used to help appreciate the organizational structures and processes of an independent software vendor (ISV) and to facilitate the development of a structured and formalized implementation process. Importantly this action research based project considered whether any elements of SSM could be incorporated into a new implementation process. The paper starts by introducing SSM and its relevance to managing organizational change before detailing the KTP Associate's experiences of using SSM to appreciate the situation of the ISV and developing a structured and formalized implementation process. The selection of appropriate elements of SSM for inclusion in the implementation process is discussed in the context of an initial CRM installation. The implementation methodology was subsequently modified and used for a second CRM installation before being adopted by the ISV.