This paper examines the impact of rolling out computerized systems within a micro organization focusing specifically on the impact of the roll out on customer relationships. The findings are based on a 2 year study on one micro-organization based in the North East of England, examining the nature of the implementation and the additional factors that affected the outcome and eventual detrimental impact on the relationship between the organization and the customer based. Alternative strategies will be discussed and redemption options examined. The primary research findings are based on observational evidence and interviews of the customer base, the researcher worked within the organization and were party to the business logic applied to the decisions made during the deployment period
Phillips, Emma-Jane, "A Study of the Impact of Changing Business Processes and the Implementation of Computerised Systems on a Small Business’ Customer Relationships – a 2 Year Case Study on a Micro-organisation" (2013). UK Academy for Information Systems Conference Proceedings 2013. 30.