Defining the ERP and CRM integrative value

Pedro Ruivo, Andre Mestre, Bjorn Johansson, Tiago Oliveira

Research output: Chapter in Book/Report/Conference proceedingConference contribution

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Abstract

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. (C) 2014 The Authors. Published by Elsevier Ltd.

Original languageEnglish
Title of host publicationCENTERIS 2014 - CONFERENCE ON ENTERPRISE INFORMATION SYSTEMS / PROJMAN 2014 - INTERNATIONAL CONFERENCE ON PROJECT MANAGEMENT / HCIST 2014 - INTERNATIONAL CONFERENCE ON HEALTH AND SOCIAL CARE INFORMATION SYSTEMS AND TECHNOLOGIES
EditorsJ Varajao, M Cunha, N BjornAndersen, R Turner, D Wijesekera, R Martinho, R Rijo
PublisherElsevier Science B.V., Inc
Pages704-709
Number of pages6
DOIs
Publication statusPublished - 2014
EventConference on ENTERprise Information Systems (CENTERIS) / International Conference on Project MANagement (ProjMAN) / International Conference on Health and Social Care Information Systems and Technologies (HCIST) - Troia, Portugal
Duration: 15 Oct 201417 Oct 2014

Publication series

NameProcedia Technology
PublisherELSEVIER SCIENCE BV
Volume16
ISSN (Print)2212-0173

Conference

ConferenceConference on ENTERprise Information Systems (CENTERIS) / International Conference on Project MANagement (ProjMAN) / International Conference on Health and Social Care Information Systems and Technologies (HCIST)
CountryPortugal
CityTroia
Period15/10/1417/10/14

Keywords

  • ERP
  • CRM
  • RBV
  • integrative
  • value
  • firm perfomance
  • RESOURCE-BASED PERSPECTIVE
  • INFORMATION-TECHNOLOGY
  • FIRM PERFORMANCE
  • COMPETITIVE ADVANTAGE
  • IMPLEMENTATION SUCCESS
  • CUSTOMER RELATIONSHIP
  • EMPIRICAL-EVIDENCE
  • ENTERPRISE
  • SYSTEMS
  • BUSINESS

Cite this

Ruivo, P., Mestre, A., Johansson, B., & Oliveira, T. (2014). Defining the ERP and CRM integrative value. In J. Varajao, M. Cunha, N. BjornAndersen, R. Turner, D. Wijesekera, R. Martinho, & R. Rijo (Eds.), CENTERIS 2014 - CONFERENCE ON ENTERPRISE INFORMATION SYSTEMS / PROJMAN 2014 - INTERNATIONAL CONFERENCE ON PROJECT MANAGEMENT / HCIST 2014 - INTERNATIONAL CONFERENCE ON HEALTH AND SOCIAL CARE INFORMATION SYSTEMS AND TECHNOLOGIES (pp. 704-709). (Procedia Technology; Vol. 16). Elsevier Science B.V., Inc. https://doi.org/10.1016/j.protcy.2014.10.019