EXPLORING THE CRITICAL SUCCESS FACTORS FOR CUSTOMER RELATIONSHIP MANAGEMENT AND ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS

Hee Woong Kim, Gil Hyung Lee, Shan Ling Pan

Research output: Contribution to conferencePaperpeer-review

16 Citations (Scopus)

Abstract

Both customer relationship management (CRM) and electronic customer relationship management (eCRM) systems have unique characteristics that support customer-business interactions and are linked to internal business processes and systems across different areas for operational and analytical purposes. Such characteristics may imply that different critical success factors are required for both to be successfully implemented. This exploratory study identifies the factors and the interrelationships associated with the success of CRM and eCRM, compares the differences between CRM and eCRM, and discusses the reasons of the differences. Since there are only a few cases of CRM or eCRM systems fully implemented across marketing, technology, people, and business processes, an exploratory multiple-case study is conducted. The current status of CRM research and future research direction are discussed.

Original languageEnglish
Pages885-890
Number of pages6
Publication statusPublished - 2002
EventInternational Conference on Information Systems, ICIS 2002 - Barcelona, Spain
Duration: 2002 Dec 152002 Dec 18

Conference

ConferenceInternational Conference on Information Systems, ICIS 2002
Country/TerritorySpain
CityBarcelona
Period02/12/1502/12/18

Bibliographical note

Publisher Copyright:
© 2002, Association for Information Systems. All rights reserved.

All Science Journal Classification (ASJC) codes

  • Computer Networks and Communications
  • Computer Science Applications
  • Information Systems

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