A FRAMEWORK FOR POST IMPLEMENTATION EVALUATION OF ECRM IN TELECOMMUNICATION SECTOR: THE CASE OF ORANGE KENYA
Nicodemus Aketch Ishmael - Masters, School of Computing and Informatics, University of Nairobi, Kenya
ABSTRACT
This study presents electronic Customer Relationship Management systems (e-CRMs) through the investigation of multiple case studies in the telecommunication field literature. This study seeks to develop a framework for implementation of eCRM in the telecommunication sector in Kenya with special reference to Orange Kenya. The study’s general objective was to develop a framework for implementation of eCRM in the telecommunication sector in Kenya. In order to investigate the role of electronic customer relationship management (eCRM) in the Kenyan telecommunications industry, the researcher adopted a case study research design. The target population therefore consisted of the following within Orange Kenya: Information Technology (IT) department staff; Hardware vendors; Maintenance Control Centre staff; Sales and Marketing staff; and Operations (Call Center) department staff. To overcome the limitations of this study the researcher employed stratified sampling and simple random sampling to select one hundred and three (103) respondents from the target population. This study collected both primary and secondary data relating electronic customer relationship management (eCRM) at Orange Kenya. Primary data was collected by use of a questionnaire. Secondary data was gathered from company reports, publications and other literature relating to eCRM within the Kenyan telecommunications industry. Descriptive statistics such as means, median mode and standard deviation was used to help in data analysis. The researcher then proposed a Conceptual Model for adoption of eCRM based on the study’s research results.
