eCRM for a telecoms service provider : study and proposal

Abstract

The dissertation empirically investigates the use of eCRM information system(s) within a Telecom service provider in a Small Island State. This research studied the management of service engagements of an online / electronic nature. eCRM was empirically benchmarked against the ‘SERVQUAL’ MODEL (service gap model) and ISO 25030, a SOFTWARE PRODUCT QUALITY MODEL. The service and service technology effectiveness from PURPOSIVE SAMPLING allowed deliberation of current service provision and service technology stance. The investigation then articulated reasoned proposals for an enhanced eCRM posture for the Telecoms provision in the case study. The digital marketing-and-service approach, and relative information systems recommendations, are concluded by some thinking on future research trajectories, including benchmarking across sectors or economies.