Analysis and Classification of Critical Success Factors for Business Conversation Manager (BCM) System Implementation in Service-Oriented Enterprises

TL;DR

This paper reviews literature and expert opinions to identify and classify critical success factors for implementing Business Conversation Manager systems in service-oriented enterprises, aiming to reduce risks and improve outcomes.

Contribution

It introduces a model of critical success factors for BCM system implementation based on literature review and expert insights, filling a gap in structured understanding.

Findings

Identified key success factors for BCM implementation.

Classified factors into a comprehensive model.

Provided insights to mitigate risks in BCM deployment.

Abstract

Business conversation manager is a system which makes organization's communications possible on computer system platforms and also within defined processes and relationships. This research reviews the literature of BCM systems and introduces and classifies the most important factors for successful implementation by investigating various references. The aim is to identify critical success factors in order to avoid high risk probabilities and facilitate the implementation and finally getting better outcomes. Next, factors are extracted from experts' points of view and they depicted as a model to show critical factors.