An exploratory study of CRM implementation in Taiwan's banking industry

Cho-Pu Lin, Yann-Haur Huang, Chien-Ting Chen and Hsing-Yun Chang

International Journal of Business Innovation and Research, 2010, vol. 4, issue 1/2, 48-64

Abstract: The research done with the present study has uncovered a number of factors which can be used to guide companies for a successful CRM implementation. These factors include discovering customers' needs, keeping employee's longevity, maintaining employee's morale, conducting a decision support system, customising CRM functions/modules and empowering employees with decision-making. If the major goal of implementing a CRM system is to improve operational efficiency, the management in Taiwan's banking industry should then emphasise three of these factors: conducting a decision support system, discovering customer's needs and customising CRM functions/modules.

Keywords: customer relationship management; CRM; Taiwan; banking industry; business strategies; enterprise information systems; business innovation; information technology; employee retention; employee morale; decision support systems; DSS; employee empowerment; decision making; customer needs. (search for similar items in EconPapers)
Date: 2010
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=29540 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbire:v:4:y:2010:i:1/2:p:48-64

Access Statistics for this article

More articles in International Journal of Business Innovation and Research from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().