IRC Seminar: The breakdown of process in Customer Relationships Management Infrastructure: Examining coupling between customer and advisor.

Event factfile

Date of event: 20 November 2019
Event ends: 20 November 2019
Start time: 12:30
End time: 14:00
Price: Free
IRC Seminar: The breakdown of process in Customer Relationships Management Infrastructure: Examining coupling between customer and advisor.

Time: 13:00-14:00

Lunch: 12:30

Location: LG01, Henley Business School, Whiteknights

Registration: Free

Presenter: Dr Will Venters - Assistant Professor as London School of Economics and Political Sciences (LSE).


Abstract:

The breakdown of process in Customer Relationships Management Infrastructure: Examining coupling between customer and advisor.

Most large telecommunications companies with millions of customers have developed highly complex customer relationship infrastructures (centred around customer relationship management software) to manage their customer interaction. Such infrastructures have been built to efficiently process vast numbers of transactional encounters. Yet with any complex infrastructure of this scale problems are bound to occur, which are often disproportionate in their cost and effect on the reputation of the business. Understanding such breakdown is therefore important. This talk will use a case study of a Customer Relationship Management (CRM) breakdown which unfolded over 100 days to explore how processes are coupled within complex CRM infrastructure. Extending our understanding of coupling, and of infrastructure breakdown, the talk aims to contribute understanding on the customer and advisors’ role within CRM infrastructure, and to provide practical lessons for those developing such infrastructure.

Bio:

Dr Will Venters is an Assistant Professor in Information Systems and Digital Innovation within the Department of Management at the London School of Economics and Political Science (LSE). His research interests include Cloud Computing, Digital Platforms, and Agile innovation approaches. He has a first-class degree in computer science and a PhD in information systems. His research work has been published in major refereed journals including MIS Quarterly, Journal of Information Technology, the Journal of Management Studies, and the Information Systems Journal. He speaks regularly at practitioner conferences on various digital business issues, particularly around Digital Ecosystems, Digital Innovation and Cloud Computing; has briefed European government policy makers and various company executives; and undertakes wide ranging consultancy in IT strategy and Digital transformation. He co-authored the Palgrave book “Moving to the Cloud Corporation” and is the author of a blog on digital technology www.binaryblurring.com and is an associate editor of the Journal Information Technology and People. www.willventers.com.


Getting There

Henley Business School, Whiteknights Campus

University of ReadingReadingBerkshireRG6 6UD
RG6 6UD