Using Information Systems for Improving External Relations: Customer Relationship Management Systems and Supply Chain Managemen

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Offshore outsourcing of customer relationship management: conceptual model and propositions

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A survey of the relationship between managerial optimism, financial constraints and Investment-cash flow sensitivity

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مقاله لاتبن پژوهشی مدیریت و حسابداری با فرمتpdf       صفحات  19

Abstract

Normally, any business unit needs working capital to continue its activity. To develop activities and increase profitability, any business unit is obliged to make new investment. Both requirements of business unit, the need to working capital and new investment are provided via funding. Thus, funding for a long-term investment is a major concern of managers of companies. This study is aimed to evaluate the relationship between managerial optimism (in earnings per share forecast), financial constraint and Investment-cash flow sensitivity. To do this, the data of all companies listed on Tehran Stock Exchange (TSE) during 9002 to 9002 are extracted and regression model of pooled data is used for hypotheses test. Finally, the relationship between financial constraint in managerial optimism in earnings per share forecast and investment-cash flow sensitivity was supported. However, there was no significant relationship between financial constrain, investment and operating cash flow.

Keywords: Managerial optimism, Financial constraint, Investment-cash flow sensitivity

Managing customer relationship management projects: The case of a large French telecommunications co

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مدیریت پروژه های مدیریت ارتباط با مشتری: مطالعه موردی از یک شرکت ارتباطاتی بزرگ در کشور فرانسه

Abstract/

Customer relationship management (CRM) implementation projects reflect a growing conceptual shift from the traditional engineering view of projects. Such projects are complex and risky because they call for both organisational and technological changes. This requires effective project management across various phases of the implementation process. However, few empirical researches have dealt with these project management issues. The aim of this research is to investigate how a “project team” manages CRM implementation projects successfully, across the different phases of the implementation process. We conducted an in-depth case study of the “Firm-Clients Branch” of a large telecommunications company in France. The findings show that, to manage CRM implementation projects successfully, an integrated and balanced approach is required. This involves appropriate system selection, effective process re-engineering and further development of organizational structures. We highlight the need for a “technochange approach” to achieve successful organisational transition and effective CRM implementation. The study reveals that the project team plays a central role throughout the implementation phases. Furthermore the effectiveness of technochange depends on project team performance, technology efficiency and close coordination with stakeholders.

CRM; Project management; Managing implementation; Managing change

مقاله: انگلیسی / sciencedirect

سال انتشار: 2010

فرمت فایل دانلودی: zip

فرمت فایل اصلی: pdf

تعداد صفحات: 13

حجم فایل زیپ: 184 کیلوبایت