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Heinrich, Bernd ; Helfert, Markus

Analyzing Data Quality Investments in CRM - A Model-based Approach

Heinrich, Bernd und Helfert, Markus (2003) Analyzing Data Quality Investments in CRM - A Model-based Approach. In: 8th International Conference on Informations Quality (ICIQ), 2003, Massachusetts Institut of Technology.

Veröffentlichungsdatum dieses Volltextes: 13 Apr 2012 08:13
Konferenz- oder Workshop-Beitrag


Zusammenfassung

Known as Customer Relationship Management (CRM) in recent years a concept for business that focuses customers is often discussed in research and practice. After initially extraordinary expectations, numerous CRM projects fail. Thereby as one of the major reasons an overestimated and poor data quality is very frequently mentioned. Many authors assume a positive correlation between data quality and ...

Known as Customer Relationship Management (CRM) in recent years a concept for business that focuses customers is often discussed in research and practice. After initially extraordinary expectations, numerous CRM projects fail. Thereby as one of the major reasons an overestimated and poor data quality is very frequently mentioned. Many authors assume a positive correlation between data quality and CRM, but nevertheless this can often not be (obviously) justified. This article aims to contribute to this research and analyses data quality investments in customer relationship management. By providing an explanation model we analyze the interdependences. With this model, it can be shown that data quality investments do not necessarily result in lasting or intensive customer relationships. In addition to the scientific contribution provided by the model, it builds the basis for derive recommendations for practice.


Beteiligte Einrichtungen


Details

DokumentenartKonferenz- oder Workshop-Beitrag (Paper)
Buchtitel:Proceedings of the 8th International Conference on Informatios Quality (ICIQ)
Ort der Veröffentlichung:Massachusetts Institute of Technology
Seitenbereich:S. 80-95
Datum2003
InstitutionenWirtschaftswissenschaften > Institut für Wirtschaftsinformatik > Lehrstuhl für Wirtschaftsinformatik II (Prof. Dr. Bernd Heinrich)
Informatik und Data Science > Fachbereich Wirtschaftsinformatik > Lehrstuhl für Wirtschaftsinformatik II (Prof. Dr. Bernd Heinrich)
Stichwörter / KeywordsData Quality, Data Quality Effects, Customer Relationships, Customer Relationship Management
Dewey-Dezimal-Klassifikation300 Sozialwissenschaften > 330 Wirtschaft
StatusVeröffentlicht
BegutachtetUnbekannt / Keine Angabe
An der Universität Regensburg entstandenUnbekannt / Keine Angabe
URN der UB Regensburgurn:nbn:de:bvb:355-epub-238110
Dokumenten-ID23811

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