The deployment of software products such as Customer Relationship Management systems may seem straightforward when reading the success stories of software providers. Yet, deployment projects are risky and often fail. Ineffective deployment processes of software providers and systems integrators are a major cause of failures. SPI Manifesto is a recent attempt to help the providers improve their processes, so most failures in software development may be eliminated proactively. Yet, the effectiveness and validity of SPI Manifesto relative to deployment projects are unclear. This paper presents an action research study in a customer organization to assess the extent to which SPI Manifesto could be used to help the providers to recover from situations in which CRM deployment projects are about to fail and to eliminate similar problems proactively in future. Based on the assessment, this paper contributes to improving the generic CRM deployment project process and SPI Manifesto.
Gubaidullina, Leysyan and Käkölä, Timo, "Using SPI Manifesto to Recover from CRM Deployment Project Failures and to Proactively Eliminate Similar Failures in Future: An Action Research Study in a Russian organization" (2010). International Research Workshop on IT Project Management 2010. 11.