Sear, E A; Hartland, T G; Abdel-Wahab, M S and Miller, C G (2008) Implementing customer relationship management at constructionskills. In: Dainty, A (ed.) Proceedings of 24th Annual ARCOM Conference, 1-3 September 2008, Cardiff, UK.
Abstract
ConstructionSkills (CS), Sector Skills Council for the construction industry, has a remit of addressing the skills and training needs of the construction sector. With employers being the key customers for CS it is essential to have a Customer Relationship Management (CRM) programme in place to address employers' training needs. The aim of this study is to investigate the factors that would aid successful implementation of a CRM programme at CS. A succession of in-depth interviews together with a focus group revealed the importance for a commonly agreed understanding of what constitutes a successful CRM programme, which should be communicated effectively across the organisation. It was further found that there is a need for top management commitment and a supportive organisational structure in order to successfully implement a CRM programme at CS. An efficient CRM programme is a prerequisite to CS' proactive engagement with construction employers thus enabling it to be more responsive to their skills and training needs.
| Item Type: | Conference Paper (Paper) |
|---|---|
| Uncontrolled Keywords: | construction skills; customer relationship management; success factors |
| Index terms: | training need, focus group, organizational structure, interview, programme, success factor, commitment, top management, customer relationship management, construction sector, construction industry, implementation |
| Subjects: | strategic management, data collection methods, psychology, contractual arrangements, health monitoring assessment and metrics, management, educational resources, project controls, sociology, industry analysis |
| Topics: | Time Control, Education, Organizational Design, Procurement, Business Strategy, Health and Safety, Research Practice |
| Descriptive scope: | 4 PCTE |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here