Love, P; Edwards, D J; Standing, C and Irani, Z (2009) Beyond the Red Queen syndrome: CRM technology and building material suppliers. Engineering, Construction and Architectural Management, 16(5), pp. 459-474. ISSN 0969-9988
Abstract
Purpose Many businesses operating in the construction and engineering sector have been trying to respond to the demands being imposed on them by utilising information technology applications such as CRM and ERP, but immediate benefits and improvements in business performance have not been forthcoming. This paper aims to provide building material suppliers with the underlying knowledge to improve their business performance and customer relationships. Design/methodology/approach A structural model that examines the following critical success factors of implementing CRM was constructed: operational and strategic benefits, knowledge top management support, technological readiness, and management capabilities. The model was tested using a questionnaire survey and randomly distributed to 150 building material suppliers. Findings A sample 72 building material suppliers was obtained. Using the evaluation technique of partial least squares the analysis fundamentally revealed that CRM technological initiatives are successful when adequate top management support and accurate knowledge management capabilities, supported by a suitable structure, (measured by technological readiness) are in place. Material suppliers, as well as other organisations operating in the construction and engineering sector, considering the implementation of a CRM strategy can utilise these results to become better acquainted with CRM applications. Practical implications To reap the rewards of CRM technological initiatives material suppliers need to develop a strategy for its implementation. Part of this strategy should be determining the factors that will influence its successful implementation and then develop a plan to address these issues. The results provide valuable insights into the critical success factors of CRM technological initiatives. Originality/value The paper shows that managers should develop strategies based upon critical success factors to maximise the benefits of their CRM application.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | communication technologies; contruction industry; information strategy; information systems |
| Index terms: | information system, partial least square, critical success factor, knowledge management, information technology, methodology, top management, questionnaire, business performance, strategy, survey, evaluation technique, manager, implementation, building material |
| Subjects: | contractual arrangements, building materials, control systems, computing systems, practitioner, data collection methods, evaluation and assessment methods, information systems, statistical analysis, professional development, research methods, management, performance measurement |
| Topics: | Information Management, Project Management, Research Practice, Business Strategy, Procurement, Roles and Professions, Quality Management, Digital Applications, Design Practice, Organizational Design |
| Descriptive scope: | 5 PCTEA |
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