Direkt zum Inhalt

Heinrich, Bernd ; Helfert, Markus

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

Heinrich, Bernd and 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.

Date of publication of this fulltext: 13 Apr 2012 08:13
Conference or workshop item


Abstract

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.


["render_heading_insitutions" not defined]


Details

Item typeConference or workshop item (Paper)
Title of Book:Proceedings of the 8th International Conference on Informatios Quality (ICIQ)
Place of Publication:Massachusetts Institute of Technology
Page Range:pp. 80-95
Date2003
InstitutionsBusiness, Economics and Information Systems > Institut für Wirtschaftsinformatik > Lehrstuhl für Wirtschaftsinformatik II (Prof. Dr. Bernd Heinrich)
Informatics and Data Science > Department Information Systems > Lehrstuhl für Wirtschaftsinformatik II (Prof. Dr. Bernd Heinrich)
KeywordsData Quality, Data Quality Effects, Customer Relationships, Customer Relationship Management
Dewey Decimal Classification300 Social sciences > 330 Economics
StatusPublished
RefereedUnknown
Created at the University of RegensburgUnknown
URN of the UB Regensburgurn:nbn:de:bvb:355-epub-238110
Item ID23811

Export bibliographical data

Owner only: item control page

nach oben