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    A review of customer relationship (CRM) implications: Benefits and challenges in construction organizations

    Access Status
    Fulltext not available
    Authors
    Preece, C.
    Chong, Heap Yih
    Golizadeh, H.
    Rogers, J.
    Date
    2015
    Type
    Journal Article
    
    Metadata
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    Citation
    Preece, C. and Chong, H.Y. and Golizadeh, H. and Rogers, J. 2015. A review of customer relationship (CRM) implications: Benefits and challenges in construction organizations. International Journal of Civil Engineering. 13 (3): pp. 362-371.
    Source Title
    International Journal of Civil Engineering
    ISSN
    1735-0522
    School
    Department of Construction Management
    URI
    http://hdl.handle.net/20.500.11937/12186
    Collection
    • Curtin Research Publications
    Abstract

    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.

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