A process model for successful CRM system development

According to industry analysts, almost two-thirds of customer relationship management system development projects fail. Information systems developers and researchers ultimately want to lower these failure rates and support successful development. Most IS research has focused on identifying the factors, or ingredients, correlated with IS development success. We propose a process model as a recipe for successful IS development. Adopting a process theory approach permits examining the sequence of and interplay between specific factors involved in the process. Two case studies - one success, one failure - illustrate how these factors influence customer relationship management (CRM) system development and, ultimately, determine whether a project succeeds or fails.