Organizational perspective of CRM implementation factors in hospital

Monem, Hossein; Hussin, Ab Razak Che; Behboodian, Navid

doi:10.1109/icriis.2011.6125745

Cited by 14 publications

(9 citation statements)

References 29 publications

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“…• IT structure and legacy system IT capability must be insured by the company, including good integration with legacy systems. Since customers' data and information have to be complete and thorough, data can end up missing if the system and the application are not well connected (Monem et al, 2011;Mousavi and Demirkan, 2013;Peelen et al, 2006).…”

Section: • Inter-departmental Integration and Commitmentmentioning

confidence: 99%

“…Knowledge management holds a major role in CRM implementation success because every employee/staff will be more capable to help the company to run the business if they possess the same knowledge. The knowledge needs to be created/found/gathered, shared, and utilised properly (Al-Mudimigh et al, 2009;Ali and Alshawi, 2004;Croteau and Li, 2003;Garrido-Moreno and Lockett, 2012;Garrido-Moreno et al, 2014;Garrido-Moreno and Padilla-Melendez, 2011;King and Burgess, 2008;Lin and Lee, 2005;Love et al, 2009;Mao-qin et al, 2011;Monem et al, 2011;).…”

Section: • Knowledge Managementmentioning

confidence: 99%

“…The focus is on supervising, controlling, and producing measuring tools, which are used to measure the CRM implementation success, the impact of the implementation towards company, and to develop an appropriate channel to gather feedback (Almotairi, 2009;Boon et al, 2005;Chalmeta, 2006;Da Silva and Rahimi, 2007;Garcia et al, 2012;Mankoff, 2001;Monem et al, 2011;Peelen et al, 2006).…”

Section: • Monitoring/measurement Of Performancementioning

confidence: 99%

“…By reviewing the literature, there is quite a lot of authors who wrote about CSFs in CRM implementation, comparing some literatures as what written by Wilson et al (2002), Chen and Ching (2004), Boon et al (2005), King and Burgess (2008), Almotairi (2009), Askool and Nakata (2010), Tongmee and Punnakitidashem (2010), Monem et al (2011), Garcia et al (2012) and Garrido-Moreno and Lockett (2012). Nevertheless, the number of compared papers among all only ranges between 4 to 22 papers.…”

Section: Introductionmentioning

confidence: 99%

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The critical success factors for customer relationship management implementation: a systematic literature review

Budiardjo

Meyliana

Hidayanto

2016

IJBIS

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The implementation of customer relationship management (CRM) is one of the most common strategies applied by companies to enhance customer relationship and highly related to technology. In fact, it is not easy to successfully implement this strategy because it requires a huge investment and is influenced by other critical factors. This research aims to synthesise critical success factors (CSFs) from CRM implementation using a systematic literature review approach to papers published in 2001-2014. According to the findings towards 53 relevant papers, technology selection and adaptation (technological readiness) are the most dominant factors. Furthermore, the synthesis finding also shows CSF research shifting to social media, and turns out as the difference between CRM and social CRM implementation.

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Section: • Inter-departmental Integration and Commitmentmentioning

confidence: 99%

Section: • Knowledge Managementmentioning

confidence: 99%

Section: • Monitoring/measurement Of Performancementioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

The critical success factors for customer relationship management implementation: a systematic literature review

Budiardjo

Meyliana

Hidayanto

2016

IJBIS

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“…Monem et al, [3,30] listed perspectives and factors of CRM implementation in hospital (see figure3), but he didn't discuss about priorities which exist among perspectives. Normally each one of the perspectives has not same impact on CRM before and during implementation process in hospital.…”

Section: Crm Implementation Perspectives and Factorsmentioning

confidence: 99%

Comprehensive Prioritized Perspectives of CRM System for Implementation in the Developing Countries' Hospitals

Monem¹,

Hussin²,

Sharifian³

2012

IJCA

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Research on the CRM implementation link has been fragmented due to various perspectives on CRM, especially in hospitals. Literatures show that comprehensive research on CRM implementation in healthcare is quite inadequate and lag in the hospitals in terms of IT technology implementation exist. In this study, different perspectives of the CRM implementation were reviewed. Furthermore, in order to prioritize CRM implementation perspectives, 35 high experience experts in the hospital information system, clinical information system, hospital's chief information technology officer and hospital's chief execute officer in Malaysia, Kuwait and Iran were interviewed. The empirical work in three developing countries indicates that resource, management, CRM application system, employees and patient perspectives have the highest to lowest impact. Moreover, results of the interviews showed that unlike regular customers in organizations and companies, patient's involvement as a customer, had not been a considerable impact on success and failure of CRM implementation in the hospital of the developing countries. In addition, lack of measurement models pushed CRM projects to the higher risk.

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Digital Technology and CRM Implementation in the Hospital of Delhi and NCR

Gandhi

2023

Lecture Notes in Networks and Systems

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Organizational perspective of CRM implementation factors in hospital

Cited by 14 publications

References 29 publications

The critical success factors for customer relationship management implementation: a systematic literature review

The critical success factors for customer relationship management implementation: a systematic literature review

Comprehensive Prioritized Perspectives of CRM System for Implementation in the Developing Countries' Hospitals

Digital Technology and CRM Implementation in the Hospital of Delhi and NCR

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Organizational perspective of CRM implementation factors in hospital

Cited by 14 publications

References 29 publications

The critical success factors for customer relationship management implementation: a systematic literature review

The critical success factors for customer relationship management implementation: a systematic literature review

Comprehensive Prioritized Perspectives of CRM System for Implementation in the Developing Countries&apos; Hospitals

Digital Technology and CRM Implementation in the Hospital of Delhi and NCR

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Product

Resources

About

Comprehensive Prioritized Perspectives of CRM System for Implementation in the Developing Countries' Hospitals