An Analysis of ERP and CRM System Implementations in Poland between 2013 and 2016

Abstract

ERP and CRM management information systems constitute one of the most popular IT system groups used by enterprises, not only in Poland. From the point of view of both theoreticians and practitioners of business informatics, it is important to understand the effectiveness of IT implementation projects in Poland in comparison to similar projects in other countries. The scope of this article is to present the results of research concerning the success and failure in ERP and CRM implementation projects in medium and large enterprises in Poland. The results answer the question regarding the level of effectiveness in selected IT projects consisting in standard implementation, roll-out, upgrade, vertical solution implementation and re-implementation in enterprises based in Poland between 2013 and 2016. The study analyzed 917 projects, including 747 projects in medium enterprises and 224 in large enterprises. The research shows the structure of fully successful, partially successful and completely failed projects following the classical evaluation of IT projects. Research results show that the level of effectiveness in IT projects consisting in implementations of management information systems is slightly higher in Poland than in analogous projects studied by the Standish Group. Importantly, despite technological progress and efforts of research centres, consulting companies and software producers, the effectiveness of IT project completion has not increased for over 20 years. The results may be interesting for researchers specializing in the subject of IT project completion, as well as for practitioners implementing such projects.

Keywords

• Customer Relationship Management (CRM)
• Computer system
• Enterprise management systems
• Project management