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Publication Details
AFRICAN RESEARCH NEXUS
SHINING A SPOTLIGHT ON AFRICAN RESEARCH
business, management and accounting
The criticality of risk factors in customer relationship management projects
Project Management Journal, Volume 43, No. 1, Year 2012
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Description
Customer relationship management (CRM) remains an area of considerable interest in contemporary project management literature, due to its association with high failure rates. This research examined the criticality of four risk factors. Quantitative data analyzed using PASW17 were collected from a sample of 250 CRM project practitioners. Although we found strong evidence to support the focus on these risk factors, which include "user training," "top management support," "business strategy and technology alignment," and "effective project feedback," the authors found that, although some risk factors may be identified as "critical," their criticality is dependent on the context of the project. © 2012 Project Management Institute.
Authors & Co-Authors
Papadopoulos, Thanos
United Kingdom, Hull
University of Hull
Ojiako, Gordian Udechukwu
South Africa, Johannesburg
University of the Witwatersrand
Chipulu, Maxwell
United Kingdom, Southampton
University of Southampton
Lee, Kwangwook
United Kingdom, Southampton
University of Southampton
Statistics
Citations: 26
Authors: 4
Affiliations: 3
Identifiers
Doi:
10.1002/pmj.20285
ISSN:
87569728
e-ISSN:
19389507
Study Approach
Quantitative