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Defining the ERP and CRM Integrative Value

På svenska

Author

  • Pedro Ruivo
  • André Mestre
  • Björn Johansson
  • Tiago Oliveira

Summary, in English

The value of IT adoption has been and still is a crucial question for the decision on IT adoption. In this paper we suggest a research model that aims at defining the integrative value of adoption of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems. The integrative value is described from the Resource Based View of the firm (RBV) and will be measured as impact on firm performance. The research model suggests six hypotheses that will be tested and analysed with data from a questionnaire among firms that have adopted both ERP and CRM systems in their organization. Due to the nature of the research model and the fact that it has not been tested in the past, the data analysis will be supported by Partial Least Squares (PLS. Our aim with this research project is that it will provide new knowledge on how integration between systems can positively influence value from IT investments, but also how different software such as ERP and CRM provides value to systems integration as well as process integration.

Publishing year

2014

Language

English

Pages

704-709

Publication/Series

Procedia Technology

Volume

16

Document type

Journal article

Publisher

Elsevier

Topic

  • Information Systems, Social aspects

Keywords

  • ERP
  • CRM
  • RBV
  • integrative
  • value
  • firm perfomance.

Status

Published

ISBN/ISSN/Other

  • ISSN: 2212-0173