Managing customer relationship management projects:the case of a large French telecommunication company

Customer relationship management (CRM) implementation projects reflect a growing conceptual shift from the traditional engineering view of projects. Such projects are complex and risky because they call for both organisational and technological changes. This requires effective project management across various phases of the implementation process. However, few empirical researches have dealt with these project management issues. The aim of this research is to investigate how a “project team” manages CRM implementation projects successfully, across the different phases of the implementation process. We conducted an in-depth case study of the “Firm-Clients Branch” of a large telecommunications company in France. The findings show that, to manage CRM implementation projects successfully, an integrated and balanced approach is required. This involves appropriate system selection, effective process re-engineering and further development of organizational structures. We highlight the need for a “technochange approach” to achieve successful organisational transition and effective CRM implementation. The study reveals that the project team plays a central role throughout the implementation phases. Furthermore the effectiveness of technochange depends on project team performance, technology efficiency and close coordination with stakeholders.

Optical rogue waves in telecommunication data streams

Large broadening of short optical pulses due to fiber dispersion leads to a strong overlap in information data streams resulting in statistical deviations of the local power from its average. We present a theoretical analysis of rare events of high-intensity fluctuations-optical freak waves-that occur in fiber communication links using bit-overlapping transmission. Although the nature of the large fluctuations examined here is completely linear, as compared to commonly studied freak waves generated by nonlinear effects, the considered deviations inherit from rogue waves the key features of practical interest-random appearance of localized high-intensity pulses. We use the term "rogue wave" in an unusual context mostly to attract attention to both the possibility of purely linear statistical generation of huge amplitude waves and to the fact that in optics the occurrence of such pulses might be observable even with the standard Gaussian or even rarer-than-Gaussian statistics, without imposing the condition of an increased probability of extreme value events. © 2011 American Physical Society.

Reply to "comment on 'Optical rogue waves in telecommunication data streams'"

We feel that the main claim made in the abstract of the preceding Comment is wrong. Using results obtained in our paper, we prove that rogue waves with amplitudes much larger than the average level can be observed during a short period of time in purely linear propagation regimes in optical fiber systems. © 2011 American Physical Society.