Suchergebnisse

The 1990s has been a boom period of enterprise systems (ES). Many organizations have experienced the technical, integration and business process re-engineering benefits of implementing ES. As of today, a number of ES have been developed, namely customer relationship management systems (CRM) and enterprise resource planning (ERP) systems. In particular, CRM systems have gained significant interest, both in the industry as well as in the academic area, in the recent years. The understanding of the customer's perspective would help to define the CRM systems to better cater to the customers' needs in achieving their loyalty and satisfaction. With a better understanding from the point of the customers, management would be able to plot their directions in their CRM endeavour. Therefore, this research intends to look at CRM systems from the perspective of the customer through the conduct of focus group discussion.

PurposeThe purpose of this article is to aid in the understanding of the influence of social integration (SI) in enterprise information systems (EIS) use.Design/methodology/approachAn in‐depth case study was carried out, where 40 interviews were collected along with eight informal conversations, five observations, and secondary data from a company with ten years of experience in the management and application of EIS. Informants were EIS users from top management to middle management, different‐user departments, the IT department, as well as the IT vendor.FindingsA total of six social integration processes and three social integration mechanisms were identified that help to explain the influences of social integration in EIS use.Research limitations/implicationsThis research could be further extended to explore other possible social integration processes, enablers or inhibitors which could provide a more comprehensive understanding of EIS usage.Practical implicationsBy understanding the concept of SI, practitioners should be able to provide appropriate effort, attention and action which could evolve in the process to optimize productivity and efficiency of EIS use.Originality/valueThe theoretical contribution of this paper is the development of a coherent conceptual social integration (SI) framework to connect the interrelationships among the three social capital dimensions proposed by Nahapiet and Ghoshal.