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DecisionSupportSystems42(2006)1613–1627
/locate/dss
Towardsaholisticperspectiveofcustomerrelationshipmanagement
(CRM)implementation:AcasestudyoftheHousingand
DevelopmentBoard,Singapore
ThompsonS.H.Teoa,⁎,PaulDevadossb,ShanL.Panb
aDepartmentofDecisionSciences,SchoolofBusiness,NationalUniversityofSingapore,1BusinessLink,Singapore117592
bDepartmentofInformationSystems,SchoolofComputing,NationalUniversityofSingapore,Singapore
Received5November2004;receivedinrevisedform23January2006;accepted29January2006
Availableonline20March2006
Abstract
Organizationshaveincreasinglyrecognizedtheimportanceofmanagingcustomerrelationships,andmanyorganizationsare
turningtocustomerrelationshipmanagement(CRM)tobetterservecustomersandfacilitatecloserrelationshipswiththem.This
paperexaminestheimplementationofCRMattheHousingandDevelopmentBoard(HDB)inSingapore.TheCRMarchitecture
(comprisingoperationalCRM,collaborativeCRMandanalyticalCRM)deployedatHDBreflectsaholisticapproachtoCRM
implementationthatintegratesthreekeyperspectivesofCRM,namely,thebusiness,technologyandcustomerperspectives.
Drawingfromthecasestudy,wepresentaholisticframeworkforCRMthatbindsinformationtechnologieswithbusiness
processesforthedeliveryofhighservicequality.
©2006ElsevierB.V.Allrightsreserved.
Keywords:CRM;PerspectivesofCRM;Holisticframework;Casestudy
1.Introductionanticipatingtheirne
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