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

Linda Frygell, Jonas Hedman, Sven Carlsson

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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.
Original languageEnglish
Title of host publicationProceedings of the 50th Hawaii International Conference on System Sciences (HICSS) 2017
Number of pages10
Place of PublicationHonolulu
PublisherHawaii International Conference on System Sciences (HICSS)
Publication date2017
Pages4586-4595
ISBN (Print)9780998133102
ISBN (Electronic)9780998133102
Publication statusPublished - 2017
EventThe 50th Hawaii International Conference on System Sciences. HICSS 2017 - Waikoloa Village, United States
Duration: 4 Jan 20177 Jan 2017
Conference number: 50
http://hicss.hawaii.edu/

Conference

ConferenceThe 50th Hawaii International Conference on System Sciences. HICSS 2017
Number50
CountryUnited States
CityWaikoloa Village
Period04/01/201707/01/2017
Internet address

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