Implementation problems with customer relationship management programs: a case study

A case study provides an illustration of how implementation issues could limit adoption of even a welldesigned data warehouse system and, in tum, an overall customer relationship management program. Implementation problems with a new data warehouse are identified from the perspective of core users, as well as measures taken to overcome those problems in a recovery implementation program. Perceived problems are consistent with theory regarding employee resistance to change and with findings ofprior research regarding causes ojfailure of customer relationship and data warehouse programs. Some problems relate to cultural issues within the Asian organisation. Recovery measures are consistent with recommendations ofprior researchers. Success of the remedial program provides evidence that recovery from an unsatisfactory implementation is possible.