Information Technology and Client Relationship Management in Architecture: Building Competitive Advantage


Barrow, Larry R.

Date of Degree


Original embargo terms

MSU Only Indefinitely

Document Type

Graduate Thesis - Open Access

Degree Name

Master of Science


College of Architecture


Architects are increasingly sought after for their abilities to be creative, knowledgeable, and strategic. Excessive concentration on "product" rather than "process" of architecture is challenging the architect's status as a professional. 20th century Information Technology has brought growing competition, shorter timeframes, and an increasingly knowledgeable client, which present challenges to the profession. Can IT be used effectively to manage all stakeholder relationships and how has it impacted the process of "service delivery"? An inability to effectively serve clients may result in potential loss of repeat business, paucity of new clients by referrals, and lack of projects, which directly impacts finances and an overall loss for the firm?s practice. The object of this thesis has been to study the effect of strategic IT deployment on client-architect relationship, in meeting client expectations and the identification of means by which architects can gain competitive advantage in today?s highly demanding market. IT and CRM are envisioned as enablers of a firm's sustainable competitive advantage.




Professional Practice in Architecture||E-commerce||Business Process Management||Client Relationship Management

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