Towards a holistic perspective of customer relationship management (CRM) implementation: A case study of the Housing and Development Board, Singapore

Thompson S.h. Teo, Paul Devadoss, Shan L. Pan

Research output: Contribution to journalArticle

Abstract

Organizations have increasingly recognized the importance of managing customer relationships, and many organizations are turning to customer relationship management (CRM) to better serve customers and facilitate closer relationships with them. This paper examines the implementation of CRM at the Housing and Development Board (HDB) in Singapore. The CRM architecture (comprising operational CRM, collaborative CRM and analytical CRM) deployed at HDB reflects a holistic approach to CRM implementation that integrates three key perspectives of CRM, namely, the business, technology and customer perspectives. Drawing from the case study, we present a holistic framework for CRM that binds information technologies with business processes for the delivery of high service quality.
Original languageEnglish
Pages (from-to)1613-1627
JournalDecision Support Systems
Volume42
Issue number3
DOIs
Publication statusPublished - 1 Dec 2006

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