Implementing customer relationship management at ConstructionSkills

Elizabeth A. Sear, Trevor G. Hartland, Mohamed S. Abdel-Wahab, Christopher G. Miller

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review


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 languageEnglish
Title of host publicationProceedings 24th Annual ARCOM Conference
Subtitle of host publication1-3 September 2008, Cardiff, UK
EditorsA. Dainty
PublisherAssociation of Researchers in Construction Management
Number of pages9
ISBN (Print)9780955239014
Publication statusPublished - 2008
Externally publishedYes
Event24th Annual ARCOM Conference - Cardiff, United Kingdom
Duration: 1 Sept 20083 Sept 2008


Conference24th Annual ARCOM Conference
Country/TerritoryUnited Kingdom


  • ConstructionSkills
  • CS
  • customer relationship management
  • CRM
  • success factors


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