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This paper focuses on the benefits that organizations may achieve from their investment in enterprise systems (ES). It proposes an ES benefit framework for summarizing benefits in the years after ES implementation. Based on an analysis of the features of enterprise systems, on the literature on information technology (IT) value, on data from 233 enterprise(More)
To build a clear understanding of the management of the technology and organizational elements of CRM systems, this research tries to form propositions based on literature findings and experts’ experiences to explain (1) the elements of the technology and organizational sides of a CRM system, and (2) how the technology and organizational elements(More)
Information and Communication Technology (ICT) has been the key driver for the modern service industry to innovate and achieve competitive advantages. In this highly competitive industry, companies actively invest technology to launch innovative services expecting to attract customers or lower cost. Academic and empirical studies have examined first-mover(More)