A review of customer relationship (CRM) implications: Benefits and challenges in construction organizations
MetadataShow full item record
The management philosophy, namely, Customer relationship management (CRM) has been widely accepted and successfully applied across a range of sectors. However, there has been very little research efforts in the field of CRM in the construction industry. This paper provides a review of the CRM philosophy and technology, and considers the implications; benefits and challenges to construction organizations at a strategic business and operational level. Given the generally unstable economic and highly competitive marketplace, implementation of CRM throughout the lifecycle of assets may provide for more effective management of existing and prospective clients. The CRM approach would seem to be compatible with general trends in the construction industry towards more collaborative working and the paper provides that both the philosophy and technologies can be integrated with current initiatives such as building information modeling (BIM). Construction clients in the public and private sector are diverse in nature, complex in their buying processes and at varying levels of knowledge of the Industry. In addition to seeking value for money from their projects and assets, they have become more concerned about sustainability and environmental impact. It has been recognized that management of a broader range of business and project level stakeholders is necessary.
Showing items related by title, author, creator and subject.
A study of business risks of public housing construction in Hong Kong and risk management methods adopted by contractorsLee, Kin-wang (2004)The research conducted in this thesis studies the business risks considered as critical by construction contractors in the public housing construction industry in Hong Kong and the risk management methods adopted by these ...
Leadership partnership : Chinese and expatriate managers in multi-national construction companies in Hong KongWong, Philco Nai-keung (2012)In the era of globalization, people from various cultures are being put together and interactions between them in the workplace are inevitable. The construction industry is no exception. How the management personnel respond ...
Arif, M.; Bendi, D.; Toma-Sabbagh, T.; Sutrisna, Monty (2012)Purpose – The growth of Indian economy has brought with it significant increase in construction activities. These increased construction activities have further highlighted the problem of waste generation on construction ...