Abstract
ConstructionSkills (CS), Sector Skills Council for the construction industry, has a remit of addressing the skills and training needs of the construction sector. With employers being the key customers for CS it is essential to have a Customer Relationship Management (CRM) programme in place to address employers’ training needs. The aim of this study is to investigate the factors that would aid successful implementation of a CRM programme at CS. A succession of in-depth interviews together with a focus group revealed the importance for a commonly agreed understanding of what constitutes a successful CRM programme, which should be communicated effectively across the organisation. It was further found that there is a need for top management commitment and a supportive organisational structure in order to successfully implement a CRM programme at CS. An efficient CRM programme is a prerequisite to CS' proactive engagement with construction employers thus enabling it to be more responsive to their skills and training needs.
Original language | English |
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Title of host publication | Proceedings 24th Annual ARCOM Conference |
Subtitle of host publication | 1-3 September 2008, Cardiff, UK |
Editors | A. Dainty |
Publisher | Association of Researchers in Construction Management |
Pages | 993-1001 |
Number of pages | 9 |
Volume | 2 |
ISBN (Print) | 9780955239014 |
Publication status | Published - 2008 |
Externally published | Yes |
Event | 24th Annual ARCOM Conference - Cardiff, United Kingdom Duration: 1 Sept 2008 → 3 Sept 2008 |
Conference
Conference | 24th Annual ARCOM Conference |
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Country/Territory | United Kingdom |
City | Cardiff |
Period | 1/09/08 → 3/09/08 |
Keywords
- ConstructionSkills
- CS
- customer relationship management
- CRM
- success factors