Abstract
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.
as having a strategy for how to embrace and control/adjust to cultural values, is vital for a successful system implementation.
| Original language | English |
|---|---|
| Title of host publication | Proceedings of the 50th Hawaii International Conference on System Sciences (HICSS) 2017 |
| Editors | Tung X. Bui, Ralph Sprague |
| Number of pages | 10 |
| Place of Publication | Honolulu |
| Publisher | Hawaii International Conference on System Sciences (HICSS) |
| Publication date | 2017 |
| Pages | 4586-4595 |
| ISBN (Print) | 9780998133102 |
| ISBN (Electronic) | 9780998133102 |
| Publication status | Published - 2017 |
| Event | 50th Annual Hawaii International Conference on System Sciences, HICSS 2017 - Waikoloa Village, United States Duration: 4 Jan 2017 → 7 Jan 2017 Conference number: 50 http://hicss.hawaii.edu/ |
Conference
| Conference | 50th Annual Hawaii International Conference on System Sciences, HICSS 2017 |
|---|---|
| Number | 50 |
| Country/Territory | United States |
| City | Waikoloa Village |
| Period | 04/01/2017 → 07/01/2017 |
| Internet address |
| Series | Proceedings of the Annual Hawaii International Conference on System Sciences |
|---|---|
| ISSN | 1060-3425 |