AN INTEGRATED METHODOLOGY FOR CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMIZATION.pdfVIP

Revista de Gest?o da Tecnologia e Sistemas de Informa??o Journal of Information Systems and Technology Management Vol. 4, No. 3, 2007, p. 287-300 ISSN online: 1807-1775 _____________________________________________________________________________________ Recebido em/Manuscript first received: 17/04/2007 Aprovado em/Manuscript accepted: 05/11/2007 Endere?o para correspondência/ Address for correspondence Ricardo Colomo Palacios, Dpto. de Informática, Universidad de Carlos III de Madrid, Spain, Av. Universidad 30, Leganés, 28911, Madrid (Spain) Phone: +34 91 624 59 58 Fax: +34 624 94 30 E-mail: ricardo.colomo@uc3m.es Juan Miguel Gómez Berbís, Dpto. de Informática, Universidad de Carlos III de Madrid, Spain, Av. Universidad 30, Leganés, 28911, Madrid (Spain) Phone: +34 91 624 59 58 Fax: +34 624 94 30 E-mail: juanmiguel.gomez@uc3m.es ángel García Crespo, Dpto. de Informática, Universidad de Carlos III de Madrid, Spain, Av. Universidad 30, Leganés, 28911, Madrid (Spain) Phone: +34 91 624 59 58 Fax: +34 624 94 30 E-mail: angel.garcia@uc3m.es ISSN online: 1807-1775 Publicado por/Published by: TECSI FEA USP – 2007 AN INTEGRATED METHODOLOGY FOR CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMIZATION Ricardo Colomo Palacios Juan Miguel Gómez Berbís ángel García Crespo Universidad de Carlos III de Madrid, Spain _________________________________________________________________________________ ABSTRACT The importance and presence of technological solutions in organizations supporting CRM are a vital business fact from the late nineties. Presently, the manufacturers figure in the market has dramatically decreased because of continuous takeovers and merges, but it has on the other hand gained momentum because of the sudden open-source and on-demand solutions appearance. In this scope, a unified methodology centered on CRM solutions is of paramount importance since it has traditionally been linked to either system integration or overall solut