Implementing CRM System in a Global Organization National vs. Organizational Culture

Linda Frygell, Jonas Hedman, Sven Carlsson

Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskningpeer review

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Resumé

This paper presents a longitudinal case study of a multi-national company’s Customer Relationship Management implementation in China, Poland, Russia, Middle East, Dubai, Pakistan, Iran, Korea and Japan. Although the cooperation has extensive experience in implementing systems in its different global subsidiaries, and has planned the implementation well, the implementation was not a complete success. The study has identified that the cultural factor are important, but not stressed enough in the current CRM literature. Understanding the difference between the organizational culture in which the system is developed and the national culture in which the system is implemented, as well
as having a strategy for how to embrace and control/adjust to cultural values, is vital for a successful system implementation.
OriginalsprogEngelsk
TitelProceedings of the 50th Hawaii International Conference on System Sciences (HICSS) 2017
Udgivelses stedHonolulu
ForlagHawaii International Conference on System Sciences (HICSS)
Publikationsdato2017
Sider4586-4595
ISBN (Trykt)9780998133102
StatusUdgivet - 2017
BegivenhedThe 50th Hawaii International Conference on System Sciences. HICSS 2017 - Waikoloa Village, USA
Varighed: 4 jan. 20177 jan. 2017
Konferencens nummer: 50
http://hicss.hawaii.edu/

Konference

KonferenceThe 50th Hawaii International Conference on System Sciences. HICSS 2017
Nummer50
LandUSA
ByWaikoloa Village
Periode04/01/201707/01/2017
Internetadresse

Citer dette

Frygell, L., Hedman, J., & Carlsson, S. (2017). Implementing CRM System in a Global Organization National vs. Organizational Culture. I Proceedings of the 50th Hawaii International Conference on System Sciences (HICSS) 2017 (s. 4586-4595). Honolulu: Hawaii International Conference on System Sciences (HICSS).
Frygell, Linda ; Hedman, Jonas ; Carlsson, Sven. / Implementing CRM System in a Global Organization National vs. Organizational Culture. Proceedings of the 50th Hawaii International Conference on System Sciences (HICSS) 2017. Honolulu : Hawaii International Conference on System Sciences (HICSS), 2017. s. 4586-4595
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Frygell, L, Hedman, J & Carlsson, S 2017, Implementing CRM System in a Global Organization National vs. Organizational Culture. i Proceedings of the 50th Hawaii International Conference on System Sciences (HICSS) 2017. Hawaii International Conference on System Sciences (HICSS), Honolulu, s. 4586-4595, The 50th Hawaii International Conference on System Sciences. HICSS 2017, Waikoloa Village, USA, 04/01/2017.

Implementing CRM System in a Global Organization National vs. Organizational Culture. / Frygell, Linda; Hedman, Jonas; Carlsson, Sven.

Proceedings of the 50th Hawaii International Conference on System Sciences (HICSS) 2017. Honolulu : Hawaii International Conference on System Sciences (HICSS), 2017. s. 4586-4595.

Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskningpeer review

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AB - This paper presents a longitudinal case study of a multi-national company’s Customer Relationship Management implementation in China, Poland, Russia, Middle East, Dubai, Pakistan, Iran, Korea and Japan. Although the cooperation has extensive experience in implementing systems in its different global subsidiaries, and has planned the implementation well, the implementation was not a complete success. The study has identified that the cultural factor are important, but not stressed enough in the current CRM literature. Understanding the difference between the organizational culture in which the system is developed and the national culture in which the system is implemented, as wellas having a strategy for how to embrace and control/adjust to cultural values, is vital for a successful system implementation.

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Frygell L, Hedman J, Carlsson S. Implementing CRM System in a Global Organization National vs. Organizational Culture. I Proceedings of the 50th Hawaii International Conference on System Sciences (HICSS) 2017. Honolulu: Hawaii International Conference on System Sciences (HICSS). 2017. s. 4586-4595