Analysis and Classification of Critical Success Factors for Business Conversation Manager (BCM) System Implementation in Service-Oriented Enterprises
This work addresses implementation challenges for service-oriented enterprises adopting BCM systems, but it is incremental as it synthesizes existing knowledge without new empirical validation.
The research identified and classified critical success factors for implementing Business Conversation Manager systems in service-oriented enterprises to reduce risks and improve outcomes, based on literature review and expert input.
Business conversation manager is a system which makes organization's communications possible on computer system platforms and also within defined processes and relationships. This research reviews the literature of BCM systems and introduces and classifies the most important factors for successful implementation by investigating various references. The aim is to identify critical success factors in order to avoid high risk probabilities and facilitate the implementation and finally getting better outcomes. Next, factors are extracted from experts' points of view and they depicted as a model to show critical factors.